Executive - WFM

WNS; Nashik District; On-site; INR 420,000 - 620,000; Full time

Job summary

WNS in Nashik seeks a Graduate with 2-3 years of overall experience, including at least 1 year in WFM. You will schedule, manage real-time operations and MIS, and drive performance to meet service levels while reporting root causes.

Coordinate with client contacts and the command center to manage volume and staffing. You will also develop reports, gain business insights and look for discretionary actions to increase occupancy and optimize staffing and routing.

Qualifications

• Graduate or Post Graduate qualification.
• 2–3 years of overall experience; minimum 1 year in WFM.
• Excellent written and verbal communication skills.
• Working knowledge of MS Office and Power BI.
• Strong analytical mindset and good work ethic.
• Understanding of call center metrics and their impact.

Responsibilities

• Schedule, real-time management and MIS.
• Drive performance to meet service level metrics and monitor SLA; prepare RCA reporting.
• Prepare timely, accurate reports and business insights.
• Coordinate with client contacts and command center to manage volume and staffing.
• Engage in discretionary activities to increase occupancy.
• Increase staffing levels or adjust call routing to improve service levels.
• Automate reporting to reduce manual tasks.

Skills

WFM

Analytical

MS Office

Power BI

Communication

Education

Graduate

Job description

Company Description

WNS, part of Capgemini, is an Agentic AI-powered leader in intelligent operations and transformation, serving more than 700 clients across 10 industries, including Banking and Financial Services, Healthcare, Insurance, Shipping and Logistics, and Travel and Hospitality. We bring together deep domain excellence – WNS’ core differentiator – with AI-powered platforms and analytics to help businesses innovate, scale, adapt and build resilience in a world defined by disruption.Our purpose is clear: to enable lasting business value by designing intelligent, human-led solutions that deliver sustainable outcomes and a differentiated impact. With three global headquarters across four continents, operations in 13 countries, 65 delivery centers and more than 66,000 employees, WNS combines scale, expertise and execution to create meaningful, measurable impact.

Job Description

Primary Duties & Responsibilities

• Responsible for scheduling, real time management & MIS.
• Responsible for driving performance to meet all service level metrics & Project SLA monitoring & reporting along with RCA.
• Responsible for timely, accurate reports, 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.
• Qualification-Graduate / Post Graduate
• Overall work experience of minimum 2-3 yrs.; minimum 1 yr. experience in WFM
• Excellent Communication skills - written & verbal.
• 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.
• Should have In-depth understanding of the various call center metrics and their impact on each other.
• Rotational Shift & 6 days working in a week.

Qualifications

Graduate