3893833-Lead Assistant Manager

Essential Duties & Responsibilities: - Manage the scheduling/forecasting process of the program - Create agent schedules, IDPs and make necessary adjustments as necessary - Acts as backup for the WF Manager - Manage employee information changes inside WFO system - Communicate effectively with internal and external customers - Responsible for balancing staffing requirements with operational efficiencies and financial goals - Efficiently manage intra-day staffing and service level - Provide timely, accurate reports on intra-day performance - Monitor and drive schedule adherence - Perform other duties and assignments as directed Minimum Work Experience: - Minimum of 2-year WFM experience in a call center inbound voice process - 1+ year of Scheduling/Forecasting experience using any of the following tools - eWFM, Blue Pumpkin/Impact 360, or IEX. Skills Requirements: - 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 with peers and business partners - Ability to work independently with minimal supervision - Must demonstrate sound arithmetic, analytical and problem solving ability. - Ability to adapt to workload and multitask with attention to detail in a dynamic environment. - Excellent verbal, written and comprehension skills - Ability to scrub, dissect and shape data, create customized reports. - Good Knowledge on WFM systems such as eWFM, Verint/BluePumpkin, IEX, CMS etc. - Create forecasts, schedules and IDPs, run scenarios inside a WFM tool - Strong Excel skills. Ability to scrub, dissect and shape data, create customized reports.EXL is the indispensable partner for leading businesses in data-led industries such as insurance, banking and financial services, healthcare, retail and logistics. We bring a unique combination of data, advanced analytics, digital technology and industry expertise to help our clients turn data into insights, streamline operations, improve customer experience, and transform their business. Our partnerships with clients are built on a foundation of collaboration - and we've been chosen as a partner by nine of the top ten leading US insurance companies, nine of the top 20 global banks, and six of the top ten US health care payers. We function as one team to make your goals our goals, whether that's unlocking the value of generative AI or embedding analytics into workflows that reduce risk or power your growth. Clients choose EXL as their transformation partner for many reasons. Our geographic diversity make talent all over the world instantly accessible. Digital accelerators enable unmatched speed-to-value, letting you realize results fast. It's our people that truly set us apart, though, including the 1,500 data scientists we have dedicated to our generative AI practice. And our more than twenty years of experience in delivering business services, garnering stellar client references, and maintaining a solid balance sheet are reassuring to our C-suite clients. Find out for yourself why clients, employees, and analysts think we're some of the best in the business. Contact us to see how we can help you achieve your goals.