- 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.
- Strong analytical, reporting, scheduling, and stakeholder-management skills.
- Advanced Excel knowledge with working knowledge of WFM systems, Power Query, Power BI, and reporting tools.
- High attention to detail, numerical accuracy, quality control, and deadline management.
- Any Graduate
Job description provided by EXL Service.
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