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Senior Executive

Senior Executive

EXL Services

3 - 4 years

3 - 4 Lacs

Gurgaon

Posted:13 hours ago| Platform: GlassDoor logo

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Skills Required

software management cms excel erlang data reporting statistics communication connect aws power reports service metrics staffing resolve analyze forecast support scheduling sharepoint collaboration workflow

Work Mode

On-site

Job Type

Part Time

Job Description

Senior Executive

EXL/SE/1339037

Travel & LeisureGurgaon

Posted On

03 Jul 2025

End Date

17 Aug 2025

Required Experience

3 - 4 Years

Basic Section

Number Of Positions

Band

Band Name

Senior Executive

Cost Code

D900180

Campus/Non Campus

NON CAMPUS

Employment Type

Permanent

Requisition Type

New

Max CTC

350000.0000 - 450000.0000

Complexity Level

Back Office (Complexity Level 3)

Work Type

Hybrid – Working Partly From Home And Partly From Office

Organisational

Group

Emerging

Sub Group

Emerging Business Unit

Organization

Travel & Leisure

LOB

Back Office

SBU

Operations

Country

India

City

Gurgaon

Center

IN Gurgaon C61

Skills

Skill

WFM SOFTWARE

NICE IEX WFM - WORKFORCE MANAGEMENT

CMS

EGAIN

MS EXCEL

ERLANG

WFM/MIS

Minimum Qualification

BACHELOR'S DEGREE

Certification

No data available

Job Description

The key responsibilities of this role will be

Role: WFM Reporting Analyst - 3 Position

Qualification – Minimum bachelor's degree (Business Administration, Statistics will be added advantage )

Other Requirements

Min 3 years of prior experience of WFM functions
Strong analytical skills and proficiency in WFM Processes,
The ability to thrive in a fast-paced environment and manage multiple priorities effectively.
Must have excellent written and verbal communication skills and detail oriented.

Must have excellent knowledge of:

WFM Tools / Apps - IEX, Avaya CMS, Amazon Connect (AWS) & EGain
ERLANG methodology
MS-Excel

Following will be added advantage:

Working knowledge of IQD & Power BI

Shift: Night shifts (20:00 – 08:00 IST x Mon-Sun)

Week Offs: 2 Split Offs per week (no fixed off)

Roles & Responsibilities

Basis available online real time reports from various sources:

Monitor and maintain service levels and key metrics in real-time.
Create, adjust, and manage agent schedules to optimize coverage.
Make real-time staffing adjustments to meet service level goals.
Generate and distribute real-time performance reports to stakeholders.
Identify and resolve operational issues impacting service delivery promptly.
Analyze historical data to forecast staffing needs accurately.
Facilitate cross-departmental communication on operational issues.
Train and support agents on scheduling tools and adherence.
Recommend and implement operational improvements based on analysis.
Ensure adherence to company laid out policies and procedures.

Most of the reporting is being done using MS Excel & Other MS office 365 tools including Power BI, SharePoint & Collaboration tools

CTC (INR): Min CTC 3,50,000; Max CTC 4,50,000

Workflow

Workflow Type

Back Office

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