Senior Executive - RTA at EXL South Africa

Job Description

Essential Functions

• Supports management with all necessary reports and planning models to facilitate the process of decision making
• Monitors actual activities and compare it to plan and make recommendations for immediate changes
• Ensures that pre-planned activities are being scheduled in advance and communicated effectively 
• Adjusts the schedules accordingly based on the actual scenarios and provide overtime requirements/voluntary time off to ensure efficient and effective staffing
• Ensures adherence to schedules and raises alerts in a timely manner in case of deviations 
• Optimizes the schedules and makes real-time adjustments on breaks and lunches based on the actual staffing
• Executes skill change and reallocation requests and initiatives
• Provides recommendations in case of understaffing/overstaffing
• Act as first point of contact for any escalations, outages, system issues or any other production impacting situations
• Maintains confidentiality relative to the organizational strategies, objectives and practices

Qualifications

• 1 year minimum experience in Workforce Management
• Excellent skills in scheduling and real-time time management a must
• Accuracy and attention to details a must in this role
• Excellent written, verbal and e-mail skills, with the ability to interface effectively with individuals at various levels
• Ability to effectively prioritize workload in a fast paced, real-time and frequently changing environment while remaining detailed and organized
• Respond positively to change, embracing and using new practices or values to accomplish goals and solve problems
• Flexible and willing to work in shift schedules