Workforce Management & Analytics Specialist

Wns; Hinoba-an; On-site; PHP 279,000 - 502,000; Full time

Job summary

WNS, part of Capgemini, is seeking a Workforce Management (WFM) professional in the Philippines to drive performance, monitor SLAs, and provide actionable business insights. The role requires a graduate-level degree and 2–3 years of overall experience, including at least 1 year in WFM, with strong analytical skills and proficiency in MS Office and Power BI.

The position involves rotational shifts, six days a week, and collaboration with clients and the command center to optimize staffing and

Qualifications

• Graduate degree required.
• 2-3 years of overall work experience, with at least 1 year in Workforce Management (WFM).
• Strong analytical mindset and good work ethic.

Responsibilities

• Drive performance to meet service level metrics and Project SLA monitoring.
• Prepare timely reports, updates and business insights.
• Coordinate with client contacts and command center to expedite volume flow and adjust staffing.
• Work on discretionary activities to increase occupancy and staffing efficiency.
• Develop and monitor mathematical models, and automate reports to reduce manual work.
• Understand call center metrics and their interdependencies.

Skills

Analytical

MS Office

Power BI

Will-to-win attitude

Education

Graduate

Tools

MS Office

Power BI

Job description

WNS, part of Capgemini, is seeking a Workforce Management (WFM) professional in the Philippines to drive performance, monitor SLAs, and provide actionable business insights. The role requires a graduate-level degree and 2–3 years of overall experience, including at least 1 year in WFM, with strong analytical skills and proficiency in MS Office and Power BI.

The position involves rotational shifts, six days a week, and collaboration with clients and the command center to optimize staffing and