3962939-Senior Executive

Responsible for forecasting, capacity planning, scheduling, real-time monitoring, and performance reporting to optimize resource utilization and ensure consistent service delivery. The role involves being a bridge between operations and planning teams to drive efficiency and adherence to service level agreements (SLAs) Key Responsibilities: Forecasting & Capacity Planning: Analyze historical data, volume trends, and seasonality to create accurate workload forecasts. Support long-term and short-term capacity planning for staffing and workload distribution. Scheduling: Prepare and manage agent/resource schedules to meet demand while optimizing productivity. Adjust schedules for leaves, shrinkage, and special events. Real-Time Monitoring (RTA): Monitor intraday performance, adherence, and service levels. Proactively identify and communicate deviations from plan to operations leaders. Reporting & Analytics: Generate daily, weekly, and monthly performance and adherence reports. Provide insights and recommendations to improve WFM efficiency and operational KPIs.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.