Senior Executive
EXL · Pune
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.
The Workforce Management role supports operational performance through real-time monitoring, accurate reporting, and effective scheduling. It converts demand and performance data into staffing actions, efficient schedules, and clear business insights.