Senior Executive-Workforce Management-WFM

EXL


Date: 3 weeks ago
City: Cebu City
Contract type: Full time
Essential Functions- Regularly performs volume and performance analysis and proactively communicate possible impacts to business

  • Supports management with all necessary reports and planning models to facilitate the process of decision making
  • Monitors actual activities and compare it to plan and make recommendations for immediate changes
  • Staff the appropriate number of agents at the proper time based on recent/historical capacity drivers
  • Ensures that pre-planned activities are being scheduled in advance and communicated effectively
  • Adjusts the schedules accordingly based on the actual scenarios and provide overtime requirements/voluntary time off to ensure efficient and effective staffing
  • Ensures adherence to schedules and raises alerts in a timely manner in case of deviations
  • Optimizes the schedules and makes real-time adjustments on breaks and lunches based on the actual staffing
  • Executes skill change and reallocation requests and initiatives
  • Provides recommendations in case of understaffing/overstaffing
  • Act as first point of contact for any escalations, outages, system issues or any other production impacting situations
  • Maintains confidentiality relative to the organizational strategies, objectives and practices

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