techniques. Understands WFM lifecycle - woth cofus on schedules and real-time management. About Us: EXL (NASDAQ: EXLS...
. Identify trends impacting performance and escalate risks or deviations to WFM leadership. Tools & System Management Operate... WFM and ACD tools (e.g., Verint, NICE, Genesys, Avaya, Five9, Amazon Connect). Ensure accuracy of real-time dashboards...
Management with knowledge of WFM tool like Genesys Cloud and/or CMS Avaya Supervisor Excellent skills in real-time time...
Job Description: Basic Functions Generates schedules accordingly to meet the business requirements enabling superior customer service Adjusts the schedules accordingly based on the actual scenarios and provide overtime requirements/vol...
Job Description: Oversee the configuration, optimization, and troubleshooting of dialer systems. Monitor the performance of the dialer software and adjust settings to maximize conversion and agent efficiency. Ensure the dialer system is...
Job Category: Digital Operations - Contact Center Job Description: The Realtime Analyst (RTA) is responsible for monitoring, analyzing, and managing live operational performance within the BPO to ensure Service Level Agreements (SLAs) a...
Job Category: Digital Operations - Contact Center Job Description: The Realtime Analyst (RTA) is responsible for monitoring, analyzing, and managing live operational performance within the EXL to ensure Service Level Agreements (SLAs) a...
Job Category: Digital Operations - Contact Center Job Description: The Realtime Analyst (RTA) is responsible for monitoring, analyzing, and managing live operational performance within the EXL to ensure Service Level Agreements (SLAs) a...
Job Description: A Real-Time Analyst with MIS focuses on monitoring and analyzing real-time performance metrics within a Management Information System (MIS) to ensure optimal operational efficiency and service delivery. This role involves...
Job Description: A Real-Time Analyst with MIS focuses on monitoring and analyzing real-time performance metrics within a Management Information System (MIS) to ensure optimal operational efficiency and service delivery. This role involves...
. Join our dynamic team and make your mark on the payments technology landscape of tomorrow. Summary of This Role The WFM Business... complex workforce and operational data into actionable, insightful business recommendations for executive and operational...
: Design optimized schedules leveraging WFM platforms (NICE, Verint, Aspect, IEX, Genesys). Lead intraday management, ensuring... real-time adherence and proactive SLA recovery. Performance Analytics & Business Insights: Deliver executive-level...
and shape data, create customized reports. Knowledge on WFM systems such as eWFM, Verint/BluePumpkin, IEX, CMS...
and shape data, create customized reports. Knowledge on WFM systems such as eWFM, Verint/BluePumpkin, IEX, CMS...
Zoom Contact Center Senior Consultant is responsible for the overall development, testing and delivery of the Zoom Contact... Transformation, and Omnichannel technologies. Configuring and deploying Zoom Contact Center, WFM, QM, and AI solutions in customer...
Management (WFM) experience supporting Call Centers or Back Office (investigation/transactional) operations 3+ years of senior... or executive level communication and/or presentation experience delivering detailed analyses and/or sound business cases...
/transactional) operations 3+ years of senior or executive level communication and/or presentation experience delivering detailed... to do so Required Qualifications: 4+ years of Workforce Management (WFM) experience supporting Call Centers or Back Office (investigation...
supporting Call Centers or Back Office (investigation/transactional) operations 3+ years of senior or executive level... (implied or otherwise) on its ability to do so Required Qualifications: 4+ years of Workforce Management (WFM) experience...
-related reports and dashboards to various stakeholders, including senior leadership. JOB RESPONSIBILITIES 1. Data Analysis... (e.g., HRIS, WFM software) to ensure accuracy and reliability in reporting. 3. Strategic Consultation & Communication...