IT Service Manager ensuring service quality and customer satisfaction for an IT - Service Provider. Involves communication with clients and stakeholders while managing service contracts.
About the role
- Manager leading workforce management strategy ensuring optimal staffing and efficient scheduling in analytics operations. Collaborating with senior leadership to align objectives and enhance productivity.
Responsibilities
- Leads workforce management strategy, ensuring optimal staffing, accurate forecasting, and efficient scheduling to meet service level targets.
- Oversees analytics and real-time operations to drive productivity, reduce costs, and enhance customer experience.
- Collaborates with senior leadership and cross-functional teams to align workforce plans with business objectives and growth initiatives
Requirements
- 4 years minimum experience in Workforce Management
- Excellent skills in forecasting, scheduling and real-time time management a must
- Strong organizational skills to ensure critical timelines are met
- Accuracy and attention to details a must in this role
- Strong presentation skills
- Detail oriented with ability to deliver project deliverables with little supervision
- Excellent written, verbal and e-mail skills, with the ability to interface effectively with individuals at various levels
- Ability to effectively prioritize workload in a fast paced, real-time and frequently changing environment while remaining detailed and organized
- Demonstrate analytical, organizational, problem solving and creative thinking skills
- Respond positively to change, embracing and using new practices or values to accomplish goals and solve problems
- Flexible and willing to work in shift schedules and during weekends
Benefits
- EXL never requires or asks for fees/payments or credit card or bank details during any phase of the recruitment or hiring process and has not authorized any agencies or partners to collect any fee or payment from prospective candidates. EXL will only extend a job offer after a candidate has gone through a formal interview process with members of EXL’s Human Resources team, as well as our hiring managers.
Job title
Job type
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Not specified
Degree requirement
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