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Lead and mentor a Workforce Management team to support operations for multiple clients across various sites and platforms. Manage WFM processes, client KPIs, and financial performance while optimizing staffing levels and resource utilization.
Requires 12-15 years of experience with strong skills in staff planning, reporting, and data-driven problem solving. Proficiency in WFM tools like Blue Pumpkin or Aspect eWFM and the ability to manage complex stakeholder relationships are highly desired.
| 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. |
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.
Offices: 320 Park Avenue, 29th Floor, New York, NY 10022, US · 10 Exchange Pl, Jersey City, NJ 07302, US
