Key Responsibilities:
- Data Management: Collect, clean and validate raw data from multiple internal departments
- Reporting: Prepare accurate daily, weekly and monthly MIS reports and performance dashboards
- Analysis: Interpret data trends to provide actionable insights for management reviews
- System Maintenance: Maintain secure and up to date databases and reporting templates
- Process Improvement: Automate reporting workflows and assist in resolving data discrepancies
- Advance proficiency in MS Excel/Access is a must, Advanced MS Excel (Pivot Tables, Vlookup, Macros and data visualization tools Power BI & Tableau)
- Should hold thorough knowledge of Tables, Relationships, Queries, Forms, Reports, Modules & Advanced Macros
- Identifying and understanding the requirements of the stakeholders with respect to database system that needs to be developed
- Developing and designing the database architecture per the given instruction and modifying them to accommodate the business requirements
- Design & develop user interface forms in MS Access & MS Excel, troubleshooting the issues around it
- Should have capability to prepare metric report, consolidation dashboards, complex problem solving, critical thinking & decision making
- Consolidation and integration of data from multiple source in to single reporting environment
- Communicate with management and operations team to ensure compliance with company standards
- Collaborate with Fulfillment Operations Department Management on identifying opportunities to further optimize our workforce
- Performs any other related duties as required or assigned
- 3-6 Years experience in Workforce Management, preferably in contact centers with at least 50 employees
- Experience with Workforce Management activities like scheduling, performance tracking, reporting
- Demonstrated strong analytical skills, with emphasis on forecasting
- Ability to work alone with Team with minimum supervision, occasionally under time pressure and on several tasks at the same time
- Ability to effectively communicate orally and in writing with co-workers, management of teams, other Departments, vendors, and outside agencies, including being sensitive to professional ethics
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.
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.
