WNS Hiring - WFM Specialist - 2- 5Yrs - Contact center background

WNS Holdings

2 - 6 years

4 - 7 Lacs

bengaluru

Posted:2 hours ago| Platform:

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Skills Required

workforce management contact center operations wfm capacity planning real time analysis wfm planning genesys verint scheduling aspect forecasting

Work Mode

Work from Office

Job Type

Full Time

Job Description

Job Summary:

Workforce Real-Time Analyst

Key Responsibilities:

Monitor real-time call volume, agent adherence, and service levels across multiple queues and channels.
Take immediate action to mitigate service level risks, including re-skilling, overtime, voluntary time off (VTO), and other intraday adjustments.
Communicate real-time performance updates and recommendations to operations leaders and WFM partners.
Track and report on schedule adherence, shrinkage, and occupancy metrics.
Manage and escalate system outages or anomalies affecting performance.
Collaborate with scheduling and forecasting teams to improve accuracy and efficiency.
Maintain and update intraday dashboards and reporting tools.
Participate in post-day analysis to identify trends and recommend improvements.

Qualifications:

12 years of experience in a contact center environment, preferably in a WFM or real-time role.
Proficiency in WFM tools (e.g., NICE IEX, Verint, Genesys, Aspect) is a plus
Strong analytical and problem-solving skills.
Excellent communication and interpersonal skills.
Ability to work in a fast-paced, high-pressure environment.

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