Senior Executive - WFM
EXL Service View all jobs
- Cebu
- Permanent
- Full-time
- Monitor call/chat/email queues, agent availability, and service level performance in real time.
- Manage intraday staffing levels to ensure SL adherence (e.g., re-skilling, break optimization, overtime/offline time adjustments).
- Track and respond to spikes, outages, or operational issues impacting performance.
- Coordinate with Team Leads and Managers to communicate staffing adjustments, schedule changes, or performance issues.
- Execute intraday plans such as calling employees in/out, adjusting schedules, or rebalancing agents across channels.
- Monitor and report attendance, log-ins/log-outs, and schedule adherence.
- Generate and maintain intraday, hourly, and end-of-day (EOD) performance reports.
- Track KPIs such as ASA, AHT, SLA, shrinkage, occupancy, and FTE utilization.
- Identify trends impacting performance and escalate risks or deviations to WFM leadership.
- Operate WFM and ACD tools (e.g., Verint, NICE, Genesys, Avaya, Five9, Amazon Connect).
- Ensure accuracy of real-time dashboards, skilling configurations, and routing logic.
- Troubleshoot system or performance anomalies and escalate technical issues.
- Serve as point of contact between WFM and Operations for real-time updates and escalations.
- Communicate major performance impacts such as outages, unusual call patterns, or staffing shortages.
- Provide guidance to Operations during peak periods or service disruptions.
- Bachelor's degree preferred or equivalent work experience.
- 1-3 years experience in Workforce Management, BPO operations, or call center environments.
- Experience with WFM tools and call routing systems is highly desirable.
- Strong analytical and problem-solving skills.
- Ability to work under pressure and make quick, data-driven decisions.
- Excellent communication skills (written and verbal).
- Proficiency in MS Excel and real-time dashboards.
- Strong attention to detail and accuracy.