• Manage workforce forecasting, scheduling, and staffing requirements based on business needs.
• Create and maintain agent schedules and IDPs, making adjustments as required.
• Balance staffing requirements with operational efficiency and financial objectives.
• Maintain and update employee information within WFM systems such as Verint WFO.
• Analyze, scrub, and transform data to create customized workforce reports and insights.
• Work closely with internal and external stakeholders and provide backup support to the WFM Manager.
• Demonstrate solid Excel, analytical, problem-solving, multitasking, and communication skills, with working knowledge of WFM tools Responsibilities
• Support effective workforce planning by aligning staffing levels with anticipated business demand.
• Analyze workload trends and prepare accurate forecasts to support short
- and long-term resource planning.




• Develop and optimize employee schedules to maintain appropriate coverage while improving operational efficiency.
• Perform scenario planning and staffing analysis to identify gaps, risks, and potential solutions.
• Maintain workforce data and ensure accurate employee information within Verint WFO and other WFM platforms.
• Prepare and analyze WFM reports and datasets using Microsoft Excel, highlighting information required for operational decisions.
• Partner with Operations and key stakeholders on staffing, scheduling, and workforce requirements, while providing support to the WFM Manager when needed. Qualifications Graduate or undergrad. Minimun of 2 yrs in WFM

📌 Senior Executive (Kochi)
🏢 EXL
📍 Kochi