Assistant Manager EXL/AM/1140651

2 weeks ago

Gurugram, India exl Full time

Job Description

The key responsibilities of this role will beScheduler & Capacity Planner -3 PositionCriteriaQualification-any Bachelor's degree (Business Administration, Statistics, or related field would be added advantage)4+ years of prior experience of WFM functions is must (specifically shift scheduling, Capacity Planning Client Management experience)
 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.Must have excellent written and verbal communication skills and detail oriented.Must have excellent knowledge of
Business/WFM Tools/Apps: MS-Excel, WFM Tools, Avaya (CMS), AWS, IEX, EGain and ERLANG methodology
 Added advantage: Proficiency in Power BI And/or Coding skill.
 Shift: Flexible in shifts (24X7) for US marketsRoles & Responsibilities1. Utilize IEX Workforce Management system for scheduling frontline staff, ensuring adherence to service level agreements.2. Develop comprehensive capacity plans based on historical data and collaborate with stakeholders to meet evolving demands.3. Design and maintain reports using MS Excel and EGain, analyzing data to drive informed decision-making.4. Monitor real-time data for adherence to schedules and optimize resource allocation.5. Continuously evaluate scheduling processes for efficiency gains and implement best practices.6. Collaborate with operational teams to align activities with business objectives.

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