Exl Service

Work Force Management Analyst

Job Location US-FL-Tampa
Regular Full-Time
Job Code


EXL (NASDAQ: EXLS) is a leading operations management and analytics company that designs and enables agile, customer-centric operating models to help clients improve their revenue growth and profitability. Our delivery model provides market-leading business outcomes using EXL’s proprietary Business EXLerator Framework™, cutting-edge analytics, digital transformation and domain expertise. At EXL, we look deeper to help companies improve global operations, enhance data-driven insights, increase customer satisfaction, and manage risk and compliance. EXL serves the insurance, healthcare, banking and financial services, utilities, travel, transportation and logistics industries. Headquartered in New York, New York, EXL has more than 26,000 professionals in locations throughout the United States, Europe, Asia (primarily India and Philippines), South America, Australia and South Africa. For more information, visit www.exlservice.com.


The Workforce Management Analyst is responsible for developing an efficient set of schedules for all US-based Contact Center frontline staff based on forecast and intraday management. The Contact Center includes multiple lines of business and operates 24 hours a day, 7 days a week. The Analyst will work to optimize service and consistency of results to ensure the most efficient use of staffing resources.

*This position may not conduct any activities that require evaluation or interpretation of clinical information.


Job Responsibilities:

  • Tracks all elements of staff shrinkage on an interval basis to be used in the development of the schedules.
  • Identifies all reasonable shift definitions that can be used to match the changing demand.
  • Maintains strong relationships with the operational supervisors/team leaders and coordinators to collaborate with them to identify opportunities for improvement in both efficiency and agent satisfaction.
  • Manages the attendance line and gathers information on absences, tardiness, and other schedule changes.
  • Enters exceptions, real-time, in the WFM system.
  • Identifies and maintains compliance with any regulations, rules, or agreements that affect changes to personnel schedules.
  • Develops knowledge of the call routing systems to ensure schedules match the call distribution rules.
  • Develops schedules for quarterly shift bids utilizing the WFM software system.
  • Develops mini-bids between quarterly shift bids to ensure existing staff opportunities and new hire shift assignments.
  • Identifies needed schedules for projected hiring.
  • Maintains the schedule assignment ranking system database. Manages the shift bid process to ensure compliance with the ranking system rules.
  • Identifies and plans for team meetings, trainings, coaching, and other off-phone tasks.
  • Develops and maintains vacation and other time off planning and utilization.
  • Works with individual requests for schedule changes for future weeks, balancing both Contact Center and Coordinator needs.
  • Optimizes breaks and lunch placements two weeks prior to the work week and communicates changes to the workforce.
  • Develops and maintains plans for overtime utilization that will be built into schedules prior to the workweek.
  • Analyzes data to identify opportunities for changes that will improve operational efficiency, consistency of results, and/or employee satisfaction.
  • Assists with intraday management.
  • Performs other job-related duties required to complete the task assigned.



• Strong analytical skills; ability to determine actions needed based on data available
• Driven problem solver with strong critical and creative thinking skills
• Strong organizational and time management skills
• Strong interpersonal communications skills with the ability to listen effectively and communicate complex information in a clear and concise manner
• Strong computer skills in Microsoft Excel, Word, PowerPoint, and Outlook


• Associate degree required
• One year minimum of workforce management experience


Work Experience Requirements:
• Three or more years of working in a contact center
• Experience using a Workforce Management application
• Willing and able to work any shift and any day of the week
• Experience with shift/schedule creation for a multi-skilled 24/7 operation with a 100+ seats

EEO Statement



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