Executive - WFM

Wns; Hinoba-an; On-site; PHP 279,000 - 502,000; Full time

Job summary

WNS, part of Capgemini, is seeking a Workforce Management (WFM) professional in the Philippines to drive performance, monitor SLAs, and provide actionable business insights. The role requires a graduate-level degree and 2–3 years of overall experience, including at least 1 year in WFM, with strong analytical skills and proficiency in MS Office and Power BI.

The position involves rotational shifts, six days a week, and collaboration with clients and the command center to optimize staffing and

Qualifications

• Graduate degree required.
• 2-3 years of overall work experience, with at least 1 year in Workforce Management (WFM).
• Strong analytical mindset and good work ethic.

Responsibilities

• Drive performance to meet service level metrics and Project SLA monitoring.
• Prepare timely reports, updates and business insights.
• Coordinate with client contacts and command center to expedite volume flow and adjust staffing.
• Work on discretionary activities to increase occupancy and staffing efficiency.
• Develop and monitor mathematical models, and automate reports to reduce manual work.
• Understand call center metrics and their interdependencies.

Skills

Analytical

MS Office

Power BI

Will-to-win attitude

Education

Graduate

Tools

MS Office

Power BI

Job 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 driving performance to meet all servicelevel metrics & ProjectSLA 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
• 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