Assistant Manager-Workforce Management-WFM at EXL South Africa

Job Description

• Responsible for managing staffing models, creating schedules, and optimizing workforce planning to meet service levels and operational efficiency.

Responsibilities

• Manage the scheduling process of the program, including creation of agent schedules and IDPs.
• Adjust schedules as necessary to meet operational needs.
• Manage employee information changes within the Workforce Management system.
• Communicate effectively with internal and external customers.
• Balance staffing requirements with operational efficiency and financial goals.
• Plot mid-term to long-term staffing plans, including recommendations for new hire classes.
• Review Volume, AHT, Shrinkage, and Occupancy assumptions and incorporate into staff plans.
• Maintain staff plans with capacity and working assumptions approved by operations.
• Recommend scheduling movements for optimal staffing.

Qualifications

• General Skills
• Ability to prioritize workload, meet deadlines, and handle multiple tasks with attention to detail.
• Strong critical thinking, problem-solving, and interpersonal skills.
• Ability to give and receive feedback effectively.
• Works independently with minimal supervision.
• Strong arithmetic, analytical, and problem-solving skills.
• Adaptable and able to multitask in a dynamic environment.
• Excellent verbal, written, and comprehension skills.

Technical Skills

• Highly proficient in Microsoft Excel.
• Ability to scrub, dissect, and shape data; create customized reports.
• Knowledge of WFM systems such as eWFM, Genesys, or similar.
• Able to create staffing forecasts, schedules, and IDPs; run scenarios inside a WFM tool.
• Work Experience
• Minimum 2 years hands-on experience in WFM within an inbound voice call center.
• At least 1 year of scheduling experience using tools such as eWFM, Blue Pumpkin/Impact 360, IEX, or similar.