Workforce Management Senior/Lead Associate

WNS; Iloilo; On-site; PHP 502,000 - 837,000; Full time

Benefits offered by this job

Free HMO coverage from Day 1

Job summary

WNS is seeking a skilled WFM/MIS Analyst in Iloilo to manage forecasting, scheduling, and real-time workforce management. You will monitor staffing levels and performance, generate insightful reports, and collaborate with operations to optimize KPIs.

The role involves identifying risks, root cause analysis, and coaching teams to improve outcomes, with a focus on data-driven decision making in a fast-paced BPO environment.

Qualifications

• Must have at least 2 year BPO experience and 1 year RTA experience.
• Strong understanding of telephony systems and call center technology.
• Experience with real-time queue monitoring and data analytics (Cisco Webex preferred).
• Exposure to schedule generation and shift bid processes.
• Familiar with forecasting methods and CMS guidelines / TAT.
• Proficient in Microsoft Word, Excel and PowerPoint.

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

Queue monitoring & data analytics

Forecasting

Call center operations

Coaching

Tools

Cisco Webex

Excel

Word

PowerPoint

Job description

Company Description

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.

Our purpose is clear: to enable lasting business value by designing intelligent, human-led solutions that deliver sustainable outcomes and a differentiated impact. With three global headquarters across four continents, operations in 13 countries, 65 delivery centers and more than 66,000 employees, WNS combines scale, expertise and execution to create meaningful, measurable impact.

Why Join Us?

We promise our employees to experience role clarity, coaching and mentoring, professional development and structured career path through our 5 people promises and keeping employee experience at the core. Experience the culture of Outperformance, engagement, celebration and enjoy wide variety of best in class benefits including free HMO coverage for self and dependent from Day 1. Also contribute to society through our WNS Cares Foundation, where you have the opportunity to support meaningful initiatives and make an impact in the community.

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
• Must possess a strong understanding of telephony systems and call center technology/terminology including experience with real time queue monitoring and data analytics (Preferably Cisco Webex)
• Preferably with exposure to schedule generation and shift bid process
• Preferably with Knowledge of forecasting and its methods
• CMS guidelines / TAT exposure
• Comprehensive knowledge of Microsoft Word, Excel and PowerPoint