Workforce Management & Analytics Lead (WFM/MIS)

WNS Global Services, Inc.; Iloilo; On-site; PHP 279,000 - 469,000; Full time

Job summary

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.

Qualifications

• 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.

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

WFM proficiency

Data analysis

Stakeholder communication

Coaching

Tools

NICE IEX

Verint

Genesys

Aspect

MS Word

MS Excel

PowerPoint

Job description

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.