Senior Executive - Real Time Analyst - Cape Town Region
EXL
JOB DESCRIPTION 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. QUALIFICATIONS 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 from peers and business partners. Must demonstrate sound arithmetic, analytical, and problem-solving ability. Excellent verbal, written, and comprehension skills. Strong Excel skills. Ability to scrub, dissect, and shape data, and create custom reports. Knowledge on WFM systems such as eWFM, Verint/BluePumpkin, IEX, CMS etc. RESPONSIBILITIES Regularly performs volume and performance analysis and proactively communicates possible impacts to business Supports management with all necessary reports and planning models to facilitate the process of decision-making Monitors actual activities and compares it to plan and makes recommendations for immediate changes Staff the appropriate number of agents at the proper time based on recent/historical capacity drivers Ensures that pre-planned activities are being scheduled in advance and communicated effectively Adjust the schedules accordingly based on the actual scenarios and provide overtime requirements/voluntary time off to ensure efficient and effective staffing Ensures adherence to schedules and raises alerts promptly in case of deviations Optimizes the schedules and makes real-time adjustments on breaks and lunches based on the actual staffing Executes skill change and reallocation requests and initiatives Provides recommendations in case of understaffing/overstaffing Act as the first point of contact for any escalations, outages, system issues, or any other production-impacting situations Maintains confidentiality relative to the organizational strategies, objectives, and practices JOB DESCRIPTION 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. QUALIFICATIONS 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 from peers and business partners. Must demonstrate sound arithmetic, analytical, and problem-solving ability. Excellent verbal, written, and comprehension skills. Strong Excel skills. Ability to scrub, dissect, and shape data, and create custom reports. Knowledge on WFM systems such as eWFM, Verint/BluePumpkin, IEX, CMS etc. RESPONSIBILITIES Regularly performs volume and performance analysis and proactively communicates possible impacts to business Supports management with all necessary reports and planning models to facilitate the process of decision-making Monitors actual activities and compares it to plan and makes recommendations for immediate changes Staff the appropriate number of agents at the proper time based on recent/historical capacity drivers Ensures that pre-planned activities are being scheduled in advance and communicated effectively Adjust the schedules accordingly based on the actual scenarios and provide overtime requirements/voluntary time off to ensure efficient and effective staffing Ensures adherence to schedules and raises alerts promptly in case of deviations Optimizes the schedules and makes real-time adjustments on breaks and lunches based on the actual staffing Executes skill change and reallocation requests and initiatives Provides recommendations in case of understaffing/overstaffing Act as the first point of contact for any escalations, outages, system issues, or any other production-impacting situations Maintains confidentiality relative to the organizational strategies, objectives, and practices
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