Workforce Analyst - EXL Cebu

Role & Responsibilities

Manage the scheduling process of the program.

Create agent schedules, IDPs and make necessary adjustments as necessary.

Acts as backup to the CWFM Assistant Manager.

Manage employee information changes inside Verint WFO system

Communicate effectively with internal and external customers

Responsible for balancing staffing requirements with operational efficiencies and financial goals.

Create staffing plans to manage headcount based on the locked & rolling forecast

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

Ability to work independently with minimal supervision

Must demonstrate sound arithmetic, analytical and problem-solving ability.

Ability to adapt to workload and multitask with attention to detail in a dynamic environment.

Excellent verbal, written and comprehension skills

Technical Skills

Very proficient with Microsoft Excel

Ability to scrub, dissect and shape data, create customized reports.

Good knowledge of any WFM systems such as eWFM, Blue Pumpkin/Impact 360, IEX etc.

Create forecasts, schedules and IDPs, run scenarios inside a WFM tool

Industries:Outsourcing/Offshoring

Function: Others