Assistant Manager
Published date: 2026/11/07
- Location: Jaipur, Rajasthan, India
Assistant ManagerEXL/AM/513446
Transportation & LogisticsJaipur
Required Experience
3 - 5 Years
Posted On
09 Jun 2022
Basic Section
Band Name
Assistant Manager
Skills
Skill
ADVANCE EXCEL
WORKFORCE MANAGEMENT
WORK ALLOCATION
QUEUE MANAGEMENT
Minimum Qualification
GRADUATE
Certification
No data available
Working Language
No data available
Job Description
Primary Responsibility
This role is primarily responsible for managing the RTA team and will execute Forecast Analysis Capacity Planning, Weekly Scheduling and WFM Report requirement.
Performance Parameters
• Effectiveness of the WFM Senior Executive Team
• Queue Management Success rate towards its goal
• Data Management and Analysis
Roles Responsibilities
Primary Internal Interactions
• Support the WFM Senior Executive team in utilizing workload forecasts, intra-day performance outlooks, staff forecasts and schedule runs to proactively identify staffing utilization opportunities and take appropriate action necessary to delivering a comprehensive plan for meeting service performance objectives.
• Provide on-going coaching and development to WFM Senior Executive level in the field to ensure coordination of staff and workflow at the business unit level in order to achieve service level objectives. Motivate and develop Analysts by providing a supportive, challenging work environment.
• Support and aid in coordination of major business events such as holiday planning, major event planning, time of bidding, etc
• Develop comprehensive escalation plans to ensure necessary timely communication and decision making takes place
• Identify and research service level risks for problem resolution and management notification.
• Ensure accuracy and timeliness of WFM reports.
• Internal Business leaders for the purpose of internal business requirement.
• Production Team leaders for real-time management interaction in meeting business requirement.
Primary External Interactions
• Business Clients for the purpose of reports, analysis, and data requirements.
Minimum Qualification
Minimum Graduates
Minimum Experience
• 5 years in Workforce Management, with at least 3 years in WFM Scheduling, Forecasting or Planning
• A year in supervisory role.
Technical Skill
Process Skills
Soft Skills
• Proficient in MS Office, MS Excel to be specific
• Knowledgeable in using any WFM Solution like Verint, NICE, Aspect etc. (Verint impact 360 to be specific is a plus)
• Has a background in managing back-office queue or a work blend business process.
• Who has knowledge in skill gating of employees to work in a single or multiple queue.
• Extensive Queue Management Skills including decision making, data analysis and taking into action the action plan items.
• Able to provide a level 1 Technical support with a robust process in reporting issues to concern technology department.
• Knowledgeable in generating weekly production schedules along with the Intraday Plan for visibility and guidance of RTA and Operations.
• Knowledgeable in Forecast Analysis and Capacity Planning.
• Good spoken English
• Excellent written and verbal communication skills
• Ability to communicate correctly and clearly
• Good problem solving skills
• Strong troubleshooting skills
• Ability to approach problems logically
• Coaching and feedback skills
Desirable Skills
• Should show sufficient flexibility and urgency to handle pressure in a cross-cultural environment.
• Self discipline
• Learning and decision making
• Listening, patience and action Oriented
• Should have the drive and maturity to handle all process training related responsibilities.
• A team player and able to adapt various personality for effective people management.
Other duties as assigned
• Ad-hoc reports that may be part of the business requirements or needs.
Process Specific
• Able to adapt on fast-phase business specific requirement.
• Will be able to share best practices that may be applicable for the business requirements
Report this listing
Typical Pay for this Type of Work
Glassdoor
₹2.4L–9.5Lper year
Assistant Manager
Based on local employers
Payscale
₹2.5L–7.9Lper year
Assistant Manager
Based on local employers
AmbitionBox
₹5.4L–8.8Lper year
Assistant Manager- HR
EXL Service
EXL
Glassdoor
3.7 - 4,317 reviews
AmbitionBox
3.9 - 4,725 reviews
Zippia
5.0 - 1 review
exlservice.com
More jobs at EXL
See web results for EXL
FeedbackLearn more
Turn on email alerts for jobs like thi
Transportation & LogisticsJaipur
Required Experience
3 - 5 Years
Posted On
09 Jun 2022
Basic Section
Band Name
Assistant Manager
Skills
Skill
ADVANCE EXCEL
WORKFORCE MANAGEMENT
WORK ALLOCATION
QUEUE MANAGEMENT
Minimum Qualification
GRADUATE
Certification
No data available
Working Language
No data available
Job Description
Primary Responsibility
This role is primarily responsible for managing the RTA team and will execute Forecast Analysis Capacity Planning, Weekly Scheduling and WFM Report requirement.
Performance Parameters
• Effectiveness of the WFM Senior Executive Team
• Queue Management Success rate towards its goal
• Data Management and Analysis
Roles Responsibilities
Primary Internal Interactions
• Support the WFM Senior Executive team in utilizing workload forecasts, intra-day performance outlooks, staff forecasts and schedule runs to proactively identify staffing utilization opportunities and take appropriate action necessary to delivering a comprehensive plan for meeting service performance objectives.
• Provide on-going coaching and development to WFM Senior Executive level in the field to ensure coordination of staff and workflow at the business unit level in order to achieve service level objectives. Motivate and develop Analysts by providing a supportive, challenging work environment.
• Support and aid in coordination of major business events such as holiday planning, major event planning, time of bidding, etc
• Develop comprehensive escalation plans to ensure necessary timely communication and decision making takes place
• Identify and research service level risks for problem resolution and management notification.
• Ensure accuracy and timeliness of WFM reports.
• Internal Business leaders for the purpose of internal business requirement.
• Production Team leaders for real-time management interaction in meeting business requirement.
Primary External Interactions
• Business Clients for the purpose of reports, analysis, and data requirements.
Minimum Qualification
Minimum Graduates
Minimum Experience
• 5 years in Workforce Management, with at least 3 years in WFM Scheduling, Forecasting or Planning
• A year in supervisory role.
Technical Skill
Process Skills
Soft Skills
• Proficient in MS Office, MS Excel to be specific
• Knowledgeable in using any WFM Solution like Verint, NICE, Aspect etc. (Verint impact 360 to be specific is a plus)
• Has a background in managing back-office queue or a work blend business process.
• Who has knowledge in skill gating of employees to work in a single or multiple queue.
• Extensive Queue Management Skills including decision making, data analysis and taking into action the action plan items.
• Able to provide a level 1 Technical support with a robust process in reporting issues to concern technology department.
• Knowledgeable in generating weekly production schedules along with the Intraday Plan for visibility and guidance of RTA and Operations.
• Knowledgeable in Forecast Analysis and Capacity Planning.
• Good spoken English
• Excellent written and verbal communication skills
• Ability to communicate correctly and clearly
• Good problem solving skills
• Strong troubleshooting skills
• Ability to approach problems logically
• Coaching and feedback skills
Desirable Skills
• Should show sufficient flexibility and urgency to handle pressure in a cross-cultural environment.
• Self discipline
• Learning and decision making
• Listening, patience and action Oriented
• Should have the drive and maturity to handle all process training related responsibilities.
• A team player and able to adapt various personality for effective people management.
Other duties as assigned
• Ad-hoc reports that may be part of the business requirements or needs.
Process Specific
• Able to adapt on fast-phase business specific requirement.
• Will be able to share best practices that may be applicable for the business requirements
Report this listing
Typical Pay for this Type of Work
Glassdoor
₹2.4L–9.5Lper year
Assistant Manager
Based on local employers
Payscale
₹2.5L–7.9Lper year
Assistant Manager
Based on local employers
AmbitionBox
₹5.4L–8.8Lper year
Assistant Manager- HR
EXL Service
EXL
Glassdoor
3.7 - 4,317 reviews
AmbitionBox
3.9 - 4,725 reviews
Zippia
5.0 - 1 review
exlservice.com
More jobs at EXL
See web results for EXL
FeedbackLearn more
Turn on email alerts for jobs like thi
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