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.

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
📍 India