Strategic Scheduler and Capacity Planner

2 weeks ago


Gurgaon, Haryana, India exl Full time

Job Title: Strategic Scheduler and Capacity Planner

Job Summary:

We are seeking a highly skilled Strategic Scheduler and Capacity Planner to join our EXL team. As a key member of our operations team, you will be responsible for utilizing IEX Workforce Management system to schedule frontline staff, ensuring adherence to service level agreements.

Key Responsibilities:

  1. Develop comprehensive capacity plans based on historical data and collaborate with stakeholders to meet evolving demands.
  2. Design and maintain reports using MS Excel and EGain, analyzing data to drive informed decision-making.
  3. Monitor real-time data for adherence to schedules and optimize resource allocation.
  4. Continuously evaluate scheduling processes for efficiency gains and implement best practices.
  5. Collaborate with operational teams to align activities with business objectives.

Requirements:

  • 4+ years of prior experience of WFM functions is must.
  • Proven IEX Workforce Management system experience.
  • Strong analytical skills.
  • Presentation skills.
  • Ability to thrive in a fast-paced environment, team management and other multiple priorities effectively.
  • Excellent written and verbal communication skills and detail oriented.
  • Excellent knowledge of Business/WFM Tools/Apps: MS-Excel, WFM Tools, Avaya (CMS), AWS, IEX, EGain and ERLANG methodology.

Bonus Requirements:

  • Proficiency in Power BI And/or Coding skill.

Work Environment:

Flexible in shifts (24X7) for US markets.



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