Basic Functions
Responsible for intra-day management processes for operations located in Noida – India & Philippines. To achieve business service level objectives efficiently.
Role & Responsibilities
- Efficiently manage intra-day staffing and service level.
- Provide timely, accurate reports on intra-day performance.
- Monitor and drive schedule adherence.
- Communicate effectively with internal and external customers.
- Perform other duties and assignments as directed.
General Skills
- Ability to prioritize workload, meet deadlines and perform multiple tasks with attention to detail.
- Solid critical thinking, problem solving, and interpersonal skills.
- Demonstrates ability to give and receive feedback with peers and business partners.
- Must demonstrate sound arithmetic, analytical and problem solving ability.
- Excellent verbal, written and comprehension skills.
Technical Skills
- Strong Excel skills. Ability to scrub, dissect and shape data, create customized reports.
- Knowledge on WFM systems such as eWFM, Verint/BluePumpkin, IEX, Avaya CMS etc.
Work Experience Requirements
- Minimum of 2-year WFM experience in a call center inbound voice process
Role & Responsibilities
- Efficiently manage intra-day staffing and service level.
- Provide timely, accurate reports on intra-day performance.
- Monitor and drive schedule adherence.
- Communicate effectively with internal and external customers.
- Perform other duties and assignments as directed.
Graduate
Skills Required
- Minimum 2 years of workforce management experience in an inbound voice call center process
- Graduate degree or equivalent education
- Strong Microsoft Excel skills, including data scrubbing, analysis, shaping, and customized report creation
- Knowledge of workforce management systems such as eWFM, Verint, BluePumpkin, IEX, or Avaya CMS
- Strong arithmetic, analytical, critical-thinking, problem-solving, interpersonal, verbal, written, and comprehension skills
- Ability to prioritize workloads, meet deadlines, manage multiple tasks, and provide or receive feedback
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.
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