EXL

Assistant Manager - Planner

EXL  •  Pune, IN (Onsite)  •  5 months ago
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Job Description

  • Proficiency in workforce management software, forecasting tools, and analytics platforms (e.g., WFM systems, Excel, Power BI, Tableau, etc.)
  • Strong analytical skills with the ability to interpret data, analyze trends, and draw actionable insights
  • Excellent communication and interpersonal skills, with the ability to effectively collaborate with cross-functional teams and stakeholders
  • Proven leadership abilities, including the ability to motivate, coach, and develop team members
  • Strong organizational skills with the ability to manage multiple priorities and deadlines in a fast-paced environment
  • Detail-oriented mindset with a focus on accuracy and precision in all aspects of work
  • Knowledge of contact center operations, customer service principles, and industry standards is a plus
  • Develop and implement capacity planning strategies to ensure optimal resource utilization and efficiency within the WFM department
  • Analyze historical data and trends to accurately forecast future workload and staffing requirements across various departments or teams
  • Collaborate with stakeholders to understand business goals, priorities, and operational requirements to inform capacity planning decisions
  • Lead a team of capacity planners, providing guidance, coaching, and support to ensure the team delivers high-quality work and meets objectives
  • Develop and maintain capacity planning models, tools, and processes to streamline planning activities and improve accuracy
  • Monitor and analyze real-time data and key performance indicators (KPIs) to identify capacity constraints, inefficiencies, and opportunities for improvement
  • Partner with other departments, such as Operations, Human Resources, and Finance, to align capacity planning efforts with broader organizational objectives and initiatives
  • Prepare and present regular reports, forecasts, and recommendations to senior management, highlighting key insights, risks, and opportunities
  • Drive continuous improvement initiatives to enhance the effectiveness and efficiency of capacity planning processes and methodologies
  • Stay informed about industry best practices, emerging trends, and technological advancements in workforce management and capacity planning.

Any Graduate

EXL

About EXL

Choosing a digital partner is about more than capabilities — it’s about collaboration and character.

Unrealistic overhauls and off-the-shelf products ignore what matters most — your unique needs, culture, goals, and your legacy data and technology environments.

At EXL, our collaboration is built on ongoing listening and learning to adapt our methodologies. We’re your business evolution partner—tailoring solutions that make the most of data to make better business decisions and drive more intelligence into your increasingly digital operations.

Whether your goals are scaling the use of AI and digital, redesign operating models, or driving better and faster decisions, we’re here to partner with you to help you gain—and maintain—competitive advantage with efficient, sustainable models at scale.

Our expertise in transformation, data science, and change management helps make your business more efficient and effective, improve customer relationships and enhance revenue growth. Instead of focusing on multi-year, resource- and time-intensive platform designs or migrations, we look deeper at your entire value chain to integrate strategies with impact.

We use our specialization in analytics, digital interventions, and operations management—alongside deep industry expertise — to deliver solutions that help you outperform the competition.

At EXL, it’s all about outcomes—your outcomes—and delivering success on your terms. Share your goals with us and together, we’ll optimize how you leverage data to drive your business forward.

For more information, visit www.exlservice.com.

Industry
Consulting & Advisory
Company Size
10,000+ employees
Headquarters
New York, NY
Year Founded
Unknown
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