- Job Role: Workforce Management-WFM
- Experience (In Years): 0-3
The Workforce Management Scheduler is responsible for creating, maintaining, and optimizing agent schedules to ensure efficient staffing levels that meet service level agreements (SLAs) and business objectives. This role balances forecasted workload with available resources while supporting operational efficiency and employee satisfaction.
Responsibilities
Scheduling & Planning
Develop daily, weekly, and monthly staff schedules based on forecasted call volumes and business requirements
Assign shifts, breaks, and off-days to ensure optimal coverage
Adjust schedules in real-time to accommodate unexpected changes such as absenteeism or volume fluctuations
Workforce Optimization
Monitor staffing levels across queues to ensure adherence to service levels and KPIs
Analyze intraday performance and recommend staffing adjustments
Coordinate with Team Leaders and Operations for staffing needs
Forecast & Capacity Support
Work closely with WFM Analysts/Forecasting team to translate forecasts into effective schedules
Assist in capacity planning and shrinkage management
Incorporate planned leaves, training, and other activities into schedules
Reporting & Documentation
Maintain accurate scheduling records and reports
Generate reports on staffing, adherence, and schedule efficiency
Identify trends and provide insights to improve scheduling practices
About Us
EXL (NASDAQ: EXLS) is a leading data analytics and digital operations and solutions company. We partner with clients using a data and AI-led approach to reinvent business models, drive better business outcomes and unlock growth with speed. EXL harnesses the power of data, analytics, AI, and deep industry knowledge to transform operations for the world’s leading corporations in industries including insurance, healthcare, banking and financial services, media and retail, among others. EXL was founded in 1999 with the core values of innovation, collaboration, excellence, integrity and respect. We are headquartered in New York and have more than 54,000 employees spanning six continents. For more information, visit
www.exlservice.com.
EXL never requires or asks for fees/payments or credit card or bank details during any phase of the recruitment or hiring process and has not authorized any agencies or partners to collect any fee or payment from prospective candidates. EXL will only extend a job offer after a candidate has gone through a formal interview process with members of EXL’s Human Resources team, as well as our hiring managers.
