Senior Executive - WFM Scheduler
EXL · IT Services & Consulting
- Kochi, Kerala, India
- On-site
- Posted 2 days ago
- Operations & Supply Chain
About the job
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 strong Excel, analytical, problem-solving, multitasking, and communication skills , with working knowledge of WFM tools
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.
Graduate or undergrad. Minimun of 2 yrs in WFM