Lead, Workforce Management & Real-Time Analytics

WNS; Iloilo; On-site; PHP 502,000 - 837,000; Full time

Benefits offered by this job

Free HMO coverage from Day 1

Job summary

WNS is seeking a skilled WFM/MIS Analyst in Iloilo to manage forecasting, scheduling, and real-time workforce management. You will monitor staffing levels and performance, generate insightful reports, and collaborate with operations to optimize KPIs.

The role involves identifying risks, root cause analysis, and coaching teams to improve outcomes, with a focus on data-driven decision making in a fast-paced BPO environment.

Qualifications

• Must have at least 2 year BPO experience and 1 year RTA experience.
• Strong understanding of telephony systems and call center technology.
• Experience with real-time queue monitoring and data analytics (Cisco Webex preferred).
• Exposure to schedule generation and shift bid processes.
• Familiar with forecasting methods and CMS guidelines / TAT.
• Proficient in Microsoft Word, Excel and PowerPoint.

Responsibilities

• 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.

Skills

Queue monitoring & data analytics

Forecasting

Call center operations

Coaching

Tools

Cisco Webex

Excel

Word

PowerPoint

Job description

WNS is seeking a skilled WFM/MIS Analyst in Iloilo to manage forecasting, scheduling, and real-time workforce management. You will monitor staffing levels and performance, generate insightful reports, and collaborate with operations to optimize KPIs.

The role involves identifying risks, root cause analysis, and coaching teams to improve outcomes, with a focus on data-driven decision making in a fast-paced BPO environment.