Workforce Management

WNS Global Services, Inc.; Iloilo; In loco; PHP 279.000 - 469.000; Tempo pieno

Descrizione del lavoro

WNS Global Services, Inc. in Iloilo, Philippines is seeking a skilled WFM/MIS professional to manage forecasting, capacity planning, scheduling, and real-time control. This role focuses on monitoring performance, generating insights, and driving staffing efficiency across operations.

The ideal candidate has 2+ years in BPO, 1 year RTA, and strong experience with WFM platforms such as NICE IEX, Verint, Genesys, and Aspect. Proficiency in MS Word, Excel, and PowerPoint is required.

Competenze

• Minimum 2 years of BPO experience.
• Minimum 1 year RTA experience.
• Proficiency with WFM platforms (NICE IEX, Verint, Genesys, Aspect).
• Exposure to schedule generation and shift bid processes.
• Forecasting knowledge and methods.
• CMS guidelines / TAT exposure; strong MS Word, Excel and PowerPoint knowledge.

Mansioni

• 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.

Conoscenze

WFM proficiency

Data analysis

Stakeholder communication

Coaching

Strumenti

NICE IEX

Verint

Genesys

Aspect

MS Word

MS Excel

PowerPoint

Descrizione del lavoro

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.

Job Description

• 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.

Qualifications

• Must have at least 2 year BPO experience and 1 year RTA experience
• Proficiency in WFM platforms (e.g., NICE IEX, Verint, Genesys, Aspect)
• Preferably with exposure to schedule generation and shift bid process
• Preferably with Knowledge of forecasting and its methods
• CMS guidelines / TAT exposureComprehensive knowledge of Microsoft Word, Excel and PowerPoint