Job Description: Basic Functions

Responsible for intra-day management processes for operations located in Noida – India & Philippines. To achieve business service level objectives efficiently.

Role & Responsibilities

- Efficiently manage intra-day staffing and service level.
- Provide timely, accurate reports on intra-day performance.
- Monitor and drive schedule adherence.
- Communicate effectively with internal and external customers.
Perform other duties and assignments as directed.
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General Skills

- Ability to prioritize workload, meet deadlines and perform multiple tasks with attention to detail.
- Solid critical thinking, problem solving, and interpersonal skills.
- Demonstrates ability to give and receive feedback with peers and business partners.
- Must demonstrate sound arithmetic, analytical and problem solving ability.
- Excellent verbal,



written and comprehension skills.

Technical Skills

- Solid Excel skills. Ability to scrub, dissect and shape data, create customized reports.
- Knowledge on WFM systems such as eWFM, Verint/BluePumpkin, IEX, Avaya CMS etc.

Work Experience Requirements

- Minimum of 2-year WFM experience in a call center inbound voice process

Responsibilities: Role & Responsibilities

- Efficiently manage intra-day staffing and service level.
- Provide timely, accurate reports on intra-day performance.
- Monitor and drive schedule adherence.
- Communicate effectively with internal and external customers.
- Perform other duties and assignments as directed.

Qualifications: Graduate

📌 Sr. Analyst - WFM RTA (India)
🏢 EXL Service
📍 India