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WNS Holdings
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WNS Hiring- WFM Specialist - 2- 7Yrs - Walk in from 27th Oct

WNS Hiring- WFM Specialist - 2- 7Yrs - Walk in from 27th Oct

WNS Holdings

2 - 7 years

4 - 7 Lacs

bengaluru

Posted:1 week ago| Platform:

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Skills Required

workforce management wfm service level resource planning rostering workforce verint scheduling rtm workforce planning forecasting headcount capacity planning avaya cms real time analysis iex rta

Work Mode

Work from Office

Job Type

Full Time

Job Description

Job Title:

Department:

Reports To:

Location:

Job Type

Job Summary:

The Workforce Real-Time Analyst is responsible for monitoring, analyzing, and reporting on real-time contact center performance to ensure service level goals are met. This role plays a critical part in managing intraday staffing, adherence, and queue performance, while collaborating with operations and workforce teams to optimize resource utilization.

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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WNS Holdings

Business Process Management (BPM)

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WNS Hiring- WFM Specialist - 2- 7Yrs - Walk in from 27th Oct