WNS Global Services is currently hiring for the position of Executive – Workforce Management (WFM). This role requires candidates to have a graduate or postgraduate degree, demonstrating the company’s commitment to attracting individuals with diverse educational backgrounds. To be eligible for this position, candidates should have a minimum of 1 year of relevant experience in workforce management. The job location is in the bustling city of Gurgaon, offering a prime location for professionals seeking career opportunities in the business process outsourcing sector.
Company Name: WNS Global services
Job Role: Executive – Wfm
Education Required: Graduate / Post Graduate
Experience Required: 1 year
Job Location: Gurgaon
Role and Responsibilities:
- Responsible for Scheduling, Real time management & MIS.
- Responsible for driving performance to meet all Services level metrics & Projecting SLA monitoring & reporting along RCA.
- Responsible for timely & accurate reporting, updates and business insights.
- Co-ordination with client contacts and command center to expedite volume flow, adjust staffing conditions.
- Work on discretionary activities to increase occupancy.
- Increase staffing levels or modify call routing to increase service levels.
- Prepare, monitor and generate appropriate mathematical models.
- Automating report and reducing manual task.
Required Skills and Qualification:
- Min experience – 1 year.
- Working knowledge of MS Office & Power Bi.
- Should have analytical bent of mind.
- Strong work ethic with a will-to-win attitude, demonstrates personal excellence, lives the growth mindset.
- Should have In-depth understanding of the various call center metrics and their impact on each other.
- Graduate / Post Graduate.
