Senior Executive-Workforce Management-WFM

EXL Service View all jobs

  • Alabang, Muntinlupa City
  • Permanent
  • Full-time
  • 1 month ago
Job Description:A Real-Time Analyst with MIS focuses on monitoring and analyzing real-time performance metrics within a Management Information System (MIS) to ensure optimal operational efficiency and service delivery. This role involves identifying trends, making data-driven recommendations, and collaborating with cross-functional teams to address challenges and improve processes.Responsibilities:
  • Real-Time Monitoring:
Continuously monitor key performance indicators (KPIs) within the MIS, including call volumes, chat volumes, agent availability, and service level adherenceAlert Management:
Set up and manage real-time alerts for deviations from established performance thresholds, and respond promptly to mitigate potential issues.
  • Resource Allocation:
Dynamically allocate resources, such as agents and queues, to ensure optimal coverage during peak and off-peak hours.
  • Data Analysis:
Analyze real-time and historical data to identify trends, anomalies, and areas for improvement, and provide recommendations for enhancement.
  • Reporting:
Generate and distribute real-time reports to stakeholders, providing insights into current performance and potential issues.
  • Collaboration:
Collaborate with cross-functional teams, including supervisors and managers, to address challenges and implement solutions. * Process Improvement:Identify opportunities for performance improvement and operational efficiency, and make data-driven recommendations to optimize processes.
  • Workflow Management:
Implement and manage real-time adjustments to workflows as necessary.
  • Tool and Technology Support:
Support the implementation and testing of new tools and technologies within the MIS.
  • Compliance:
Ensure adherence to established quality and compliance standards.
  • Training:
Assist in training team members on real-time monitoring and response protocols.Qualifications:
  • Strong analytical and problem-solving skills.
  • Ability to interpret data and identify trends and patterns.
  • Proficiency in using real-time monitoring tools and technologies.
  • Excellent communication and interpersonal skills.
  • Ability to work under pressure and meet deadlines.
  • Experience with MIS systems and data analysis techniques.
  • Familiarity with workforce management principles and practices.
  • Knowledge of relevant industry standards and regulations.
  • Ability to work independently and as part of a team.

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