Responsibilities
Scheduling & Planning
Develop daily, weekly, and monthly staff schedules based on forecasted call volumes and business requirements
Assign shifts, breaks, and off-days to ensure optimal coverage
Adjust schedules in real-time to accommodate unexpected changes such as absenteeism or volume fluctuations
Workforce Optimization
Monitor staffing levels across queues to ensure adherence to service levels and KPIs
Analyze intraday performance and recommend staffing adjustments
Coordinate with Team Leaders and Operations for staffing needs
Forecast & Capacity Support
Work closely with WFM Analysts/Forecasting team to translate forecasts into effective schedules
Assist in capacity planning and shrinkage management
Incorporate planned leaves, training, and other activities into schedules
Reporting & Documentation
Maintain accurate scheduling records and reports
Generate reports on staffing, adherence, and schedule efficiency
Identify trends and provide insights to improve scheduling practices
About Us
Skills Required
- Create and maintain daily, weekly, and monthly agent schedules
- Optimize staffing to meet service level agreements (SLAs) and KPIs
- Adjust schedules in real time for absenteeism and volume changes
- Translate forecasts into effective schedules and assist capacity planning
- Monitor intraday performance and recommend staffing adjustments
- Maintain accurate scheduling records and generate staffing/adherence reports
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.
