Workforce Management Senior/Lead Associate at WNS Global | JobSpring

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About The Role

Manage end-to-end WFM/MIS functions, including forecasting, capacity planning, scheduling, and real-time management.
Monitor staffing, service levels, and operational performance to support business requirements.
Generate regular and ad-hoc reports, dashboards, and performance insights.
Identify risks and performance gaps, conduct root cause analysis, and recommend solutions.
Partner with Operations and stakeholders to optimize staffing, processes, and KPIs.
Support team development through coaching, training, and effective communication.
Must have at least 2 year BPO experience and 1 year RTA experience
Must possess a strong understanding of telephony systems and call center technology/terminology including experience with real time queue monitoring and data analytics (Preferably Cisco Webex)
Preferably with exposure to schedule generation and shift bid process
Preferably with Knowledge of forecasting and its methods
CMS guidelines / TAT exposure
Comprehensive knowledge of Microsoft Word, Excel and PowerPoint

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