Description

WFM Sr. Analyst & Scheduler - 1 Position

Graduate with 3-4 years of prior experience of WFM functions is must:

Proven IEX Workforce Management system experience.

Robust analytical skills, Working knowledge of Avaya CMS will be added.

Ability to thrive in a fast-paced environment and manage multiple priorities effectively.

Must have excellent written and verbal communication skills and detail-oriented.

Must have excellent knowledge of

Business/WFM Tools/Apps: MS-Excel, IEX & ERLANG methodology.

Power BI skill will be an added advantage

Responsibilities

Roles & Responsibilities

- Utilize IEX Workforce Management system for scheduling frontline staff, ensuring adherence to service level agreements.




- Develop comprehensive Scheduling based on historical data and collaborate with stakeholders to meet evolving demands.
- Design and maintain reports using tools ie. MS Excel, Power BI on CMS and IEX output, analyzing data to drive informed decision-making.
- Monitor real-time data for adherence to schedules and optimize resource allocation.
- Continuously evaluate scheduling processes for efficiency gains and implement best practices.
- Collaborate with operational teams to align activities with business objectives.

Qualifications

Graduate - Bachelor's degree (Business Administration, Statistics, or related field would be added advantage)

📌 Senior Executive (Gurugram)
🏢 EXL
📍 Gurugram