Senior Manager
EXL Service
Responsible for Workforce Management & Service Delivery to Internal & External Customers
Manages a WFM team for 3 to 5 clients. Effectively leads and mentor the team to support Ops.
Directly manages WFM processes, Client KPIs and Financial performance in a multi-site, multi-platform. Serves as a checkpoint and reviewer of WFM processes, practices and output.
Takes ownership, engages with Ops team and drives improvement/resolution by developing plans, processes, recommending solutions/strategies and ensuring execution.
Ensures efficient levels of staffing and occupancy, optimizes the resources to maximize service level, seat utilization while maintaining financial rigor.
Develop processes, scorecards and performance plans for effective team management.
Responsible for Workforce Management & Service Delivery to Internal & External Customers
Manages a WFM team for 3 to 5 clients. Effectively leads and mentor the team to support Ops.
Directly manages WFM processes, Client KPIs and Financial performance in a multi-site, multi-platform. Serves as a checkpoint and reviewer of WFM processes, practices and output.
Takes ownership, engages with Ops team and drives improvement/resolution by developing plans, processes, recommending solutions/strategies and ensuring execution.
Ensures efficient levels of staffing and occupancy, optimizes the resources to maximize service level, seat utilization while maintaining financial rigor.
Develop processes, scorecards and performance plans for effective team management.
Strong sense of personal stake and urgency in day to day management.
Ability to forge positive, objective relationships with Operations and Support teams.
Adapt, thrive and multitask in a demanding workplace while managing conflicting and shifting priorities.
Ability to foresee, dissect and fix problems using data-driven approach and common sense.
Appetite for challenges; driving projects, improvement opportunities, maturity models etc.
Effectiveness in presenting to and persuading different levels in the organization.
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