Workforce Management Analyst

WNS Careers - Philippines; Quezon City; On-site; PHP 391,000 - 614,000; Full time

Job summary

WNS Careers - Philippines in Quezon City is seeking a Workforce Management professional. The role requires a bachelor's degree and at least 1 year data analysis experience, plus 2+ years in WFM, with onsite work in Bridgetowne or Eastwood.

You will monitor real time performance, manage scheduling tools like IEX and CMS, prepare reports, and support leadership with staffing decisions. Strong organizational, communication skills, and MS Office proficiency are essential, along with comfort

Qualifications

• Bachelor’s Degree in a recognized technical, engineering, scientific, managerial, business, or other discipline related to area of expertise
• At least 1 year of previous experience with data analysis
• At least 2+ year Workforce Management (WFM) functions experience preferred
• Amenable to work onsite in Quezon City (Bridgetowne OR 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

Data analysis

WFM experience

MS Office

Presentation to management

Communication skills

Education

Bachelor’s Degree in related field

Tools

IEX scheduling software

CMS

Job description

• Bachelor’s Degree in a recognized technical, engineering, scientific, managerial, business, or other discipline related to area of expertise
• At least 1 year of previous experience with data analysis
• At least 2+ year Workforce Management (WFM) functions experience preferred
• Amenable to work onsite in Quezon City (Bridgetowne OR 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