Monitor service levels, volumes, productivity, staffing, and schedule adherence, responding quickly to real-time risks and coverage gaps.
Create and maintain schedules using demand, staffing requirements, shrinkage, skills, availability, and operating constraints.
Optimise shifts, breaks, offline activities, overtime, and other interventions to improve interval coverage and resource utilisation.
Produce accurate reports, dashboards, scorecards, and management summaries within agreed timelines.
Validate operational data, investigate exceptions, and maintain reporting controls, documentation, and data quality.
Analyse performance trends and provide clear commentary on root causes, risks, actions, and recommendations.
Coordinate with Operations and support functions to reflect business changes in schedules, reports, and plans.
Support scenario modelling and identify opportunities to simplify, standardise, digitise, and automate WFM activities.
Follow applicable confidentiality, governance, and data-handling requirements.
ResponsibilitiesStrong analytical, reporting, scheduling, and stakeholder-management skills.
Advanced Excel knowledge with working knowledge of WFM systems, Power Query, Power BI, and reporting tools.
High attention to detail, numerical accuracy, quality control, and deadline management.
QualificationsAny Graduate
Skills Required
- Any graduate degree
- Strong analytical skills
- Strong reporting skills
- Strong scheduling skills
- Strong stakeholder-management skills
- Advanced Excel knowledge
- Working knowledge of workforce management systems
- Working knowledge of Power Query
- Working knowledge of Power BI
- High attention to detail and numerical accuracy
- Quality-control and deadline-management skills
EXL Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about EXL and has not been reviewed or approved by EXL.
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Healthcare Strength — Medical plan options include HSA, HRA, and PPO choices, with additional health-related programs such as disability coverage and an employee assistance program. Feedback suggests these options provide meaningful flexibility and coverage breadth for many roles.
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Leave & Time Off Breadth — Up to 20 days of paid time off, plus federal holidays and paid sick and safe time, are highlighted. Feedback suggests this leave structure is a notable benefit alongside core compensation.
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Retirement Support — A traditional and Roth 401(k) with up to a 3% company match and full vesting after one year is described. Feedback suggests this match and vesting timeline help bolster long-term savings.
EXL Insights
What We Do
Choosing a digital partner is about more than capabilities — it’s about collaboration and character. Unrealistic overhauls and off-the-shelf products ignore what matters most — your unique needs, culture, goals, and your legacy data and technology environments. At EXL, our collaboration is built on ongoing listening and learning to adapt our methodologies. We’re your business evolution partner—tailoring solutions that make the most of data to make better business decisions and drive more intelligence into your increasingly digital operations. Whether your goals are scaling the use of AI and digital, redesign operating models, or driving better and faster decisions, we’re here to partner with you to help you gain—and maintain—competitive advantage with efficient, sustainable models at scale. Our expertise in transformation, data science, and change management helps make your business more efficient and effective, improve customer relationships and enhance revenue growth. Instead of focusing on multi-year, resource- and time-intensive platform designs or migrations, we look deeper at your entire value chain to integrate strategies with impact. We use our specialization in analytics, digital interventions, and operations management—alongside deep industry expertise — to deliver solutions that help you outperform the competition. At EXL, it’s all about outcomes—your outcomes—and delivering success on your terms. Share your goals with us and together, we’ll optimize how you leverage data to drive your business forward. For more information, visit www.exlservice.com.
