Real Time Analyst (Quezon City)

WNS Global Services, Inc.; Quezon City; On-site; PHP 450,000 - 650,000; Full time

Job summary

WNS Global Services, Inc. in Eastwood is seeking a Workforce Management professional with strong WFM experience to optimize staffing and scheduling across inbound/outbound calls. The role supports real-time adherence, data-driven staffing plans, and collaboration with supervisors and leadership.

The ideal candidate will manage WFM systems (IEX CMS), handle forecast concepts, and present to upper management, with the ability to work a shifting schedule on site in Eastwood.

Qualifications

• At least 2+ year Workforce Management (WFM) functions experience preferred.
• Well versed across all WFM functions.
• Amenable to work onsite in Eastwood.
• Amenable to work shifting schedule.
• Good organizational and communication skills, plus knowledge of talent management programs functions.
• Proficient in MS Office apps (MS Excel/Word/Power Point).
• Experience and comfortable with presenting to upper management.

Responsibilities

• May manage various workforce management systems, such as IEX scheduling software and CMS.
• Identify Triggers.
• Provide essential input to leadership team so that staffing plans are based on analysis of historical performance and real time data.
• Monitor adherence real time to ensure performance is within pre-set parameters, works with supervisors to resolve schedule adherence issues, escalating to leadership if necessary.
• Have familiarity with forecast and scheduling concepts an asset.
• Efficiently manage call volume and labor resources for our inbound, outbound and workflow, while maintaining and exceed goals and expectations.
• Compiles summarize and disseminate various reports including, but not limited to, volume, efficiency, production hours, daily performance summaries, LT/ST forecast bridge analysis, cost per transaction tracking.
• Coordinate with various departments and centers daily on staffing levels and production efficiency maximization issues affecting production.
• Real time monitoring of call center activities (service levels, schedule adherence).
• Assist in coordinating call center activities with management teams.

Skills

Workforce Management

WFM breadth

MS Office

Management presentations

Tools

IEX scheduling

CMS

Job description

Qualifications:

• At least 2+ year Workforce Management (WFM) functions experience preferred




• Well versed across all WFM functions




• Amenable to work onsite in Eastwood




• Amenable to work shifting schedule




• Good organizational and communication skills, plus knowledge of talent management programs functions




• Proficient in MS Office apps (MS Excel/Word/Power Point)




• Experience and comfortable with presenting to upper management

Job Description:

• May manage various workforce management systems, such as IEX scheduling software and CMS




• Identify Triggers




• Provide essential input to leadership team so that staffing plans are based on analysis of historical performance and real time data




• Monitor adherence real time to ensure performance is within pre-set parameters, works with supervisors to resolve schedule adherence issues, escalating to leadership if necessary




• Have familiarity with forecast and scheduling concepts an asset




• Efficiently manage call volume and labor resources for our inbound, outbound and workflow, while maintaining and exceed goals and expectations




• Compiles summarize and disseminate various reports including, but not limited to, volume, efficiency, production hours, daily performance summaries, LT/ST forecast bridge analysis, cost per transaction tracking




• Coordinate with various departments and centers daily on staffing levels and production efficiency maximization issues affecting production




• Real time monitoring of call center activities (service levels, schedule adherence)




• Assist in coordinating call center activities with management teams