Why join EXL? At EXL, were more than just an analytics, operations management, and technology Company. We focus not only on our outstanding Team Members, but on our growing industry as well.Headquartered in NYC, EXL has more than 27,000 professionals situated in locations throughout the United States, Europe, Asia, Latin America, and South Africa.Our EXL Team Members receive the benefit of:Valuable Compensation Package: Competitive Wages Work-Related Expense Reimbursement Annual Discretionary Bonuses Team Member Referral Bonuses
Comprehensive Health & Welfare Benefits: Group Medical, Dental and Vision Benefits Flexible Spending Accounts and Health Savings Accounts Generous Paid Time Off, Sick Days and Holiday Pay Group Life Insurance, LTD and 401k Retirement
Inviting Culture & Team-Oriented Philosophy: Exciting Work Environment Casual Dress Code Monthly Team and Company Events Team Member Appreciation Awards Remote, Home-Based Opportunities Opportunities for Upward Mobility
The Workforce Management Analyst is responsible for developing an efficient set of schedules for all US-based Contact Center frontline staff based on forecast and intraday management. The Contact Center includes multiple lines of business and operates 24 hours a day, 7 days a week. The Analyst will work to optimize service and consistency of results to ensure the most efficient use of staffing resources.
Tracks all elements of staff shrinkage on an interval basis to be used in the development of the schedules.
Identifies all reasonable shift definitions that can be used to match the changing demand.
Maintains strong relationships with the operational supervisors/team leaders and coordinators to collaborate with them to identify opportunities for improvement in both efficiency and agent satisfaction.
Manages the attendance line and gathers information on absences, tardiness, and other schedule changes.
Enters exceptions, real-time, in the WFM system.
Identifies and maintains compliance with any regulations, rules, or agreements that affect changes to personnel schedules.
Develops knowledge of the call routing systems to ensure schedules match the call distribution rules.
Develops schedules for quarterly shift bids utilizing the WFM software system.
Develops mini-bids between quarterly shift bids to ensure existing staff opportunities and new hire shift assignments.
Identifies needed schedules for projected hiring.
Maintains the schedule assignment ranking system database. Manages the shift bid process to ensure compliance with the ranking system rules.
Identifies and plans for team meetings, trainings, coaching, and other off-phone tasks.
Develops and maintains vacation and other time off planning and utilization.
Works with individual requests for schedule changes for future weeks, balancing both Contact Center and Coordinator needs.
Optimizes breaks and lunch placements two weeks prior to the work week and communicates changes to the workforce.
Develops and maintains plans for overtime utilization that will be built into schedules prior to the workweek.
Analyzes data to identify opportunities for changes that will improve operational efficiency, consistency of results, and/or employee satisfaction.
Assists with intraday management.
Performs other job-related duties required to complete the task assigned.
Strong analytical skills; ability to determine actions needed based on data available Driven problem solver with strong critical and creative thinking skills Strong organizational and time management skills Strong interpersonal communications skills with the ability to listen effectively and communicate complex information in a clear and concise manner Strong computer skills in Microsoft Excel, Word, PowerPoint, and Outlook
Education: Associate degree required One year minimum of workforce management experience
Work Experience Requirements:
Three or more years of working in a contact center Experience using a Workforce Management application Willing and able to work any shift and any day of the week Experience with shift/schedule creation for a multi-skilled 24/7 operation with a 100+ seats