Company Description
WNS (Holdings) Limited (NYSE: WNS), is a leading Business Process Management (BPM) company. We combine our deep industry knowledge with technology and analytics expertise to co-create innovative, digital-led transformational solutions with clients across 10 industries. We enable businesses in Travel, Insurance, Banking and Financial Services, Manufacturing, Retail and Consumer Packaged Goods, Shipping and Logistics, Healthcare, and Utilities to re-imagine their digital future and transform their outcomes with operational excellence.We deliver an entire spectrum of BPM services in finance and accounting, procurement, customer interaction services and human resources leveraging collaborative models that are tailored to address the unique business challenges of each client. We co-create and execute the future vision of 400+ clients with the help of our 44,000+ employees.Designation: Deputy Manager WFM Experience: 5-6 Years Educational Qualification: Any Graduate, (Preferred - Math and Statistics)This WFM resource is responsible for managing/governing forecasting accuracies on Interval/Daily/Weekly and Monthly level. Individual should be able build datasets for historical trends and use it for analysis and forecast for future. Maintain the forecasting accuracies as per client agreed targets. This role will also be required to support all client discussions and lead the discussions for Forecasting, Capacity Planning and Scheduling topics.At least 8 years’ workforce management with specialization in forecasting / scheduling experience, including people management experience.4 years’ managing others and/or experience in Workforce Management.
- Expert level understanding of Workforce management principles and Tools such as Erlang C etc.
- Extensive experience with forecasting, planning, and scheduling within the contact center environment in Both inbound, Outbound and Non voice channels. Across Multi / Omni Channel environments.
- Comfortable and quick working in PPT, MS-Excel
- Experience with Workforce management Tools
- Variety of Telephony platforms (Avaya, Presence, Cisco etc.)
- Variety of Workforce Management tools (Totalview, Blue Pumpkin, Aspect, Genesys etc.)
- Power BI knowledge, and requirements management tools or project management software such as MS Project will be added advantage
- Experience working with: FTE based workforce models, Outcomes based workforce models With a proven record of managing forecasting for large scale projects
- Experience in activities related to Workforce Optimization, Cost to Serve reduction, Workforce modelling and solutioning
- Ability to think both creatively and critically-willing to think outside the box and challenge the status quo, while also fairly evaluating all possible solutions in making strategic decisions.
- Ability to effectively partner with stakeholders
- Study Historical trends, business changes, promotions and market changes
- Forecasts call volume demand and other contact demand volume and manages scheduling of sufficiently skilled staff based on historical and anticipated volume across all clients both short-term, medium-term and long-term.
- Identify call routing anomalies using real time monitoring applications.
- Oversees and maintains the Workforce Management (WFM) Platform / System
- Identifies real time call volume interruptions and system outages that impact contact center performance.
- Escalates contact center interruptions to appropriate business continuity leaders in a timely fashion.
- Report on forecast accuracies and Identifies risks, reports finding to various stakeholders
- People Management
- Manages the Analytics structure & placements within the team
- Employee Engagement
- Performance & Discipline Management
Qualifications
Educational Qualification: Any Graduate, (Preferred - Math and Statistics)
