Workforce Specialist

WNS; Quezon City; On-site; PHP 600,000 - 850,000; Full time

Job summary

WNS in Manila is seeking a Workforce Management Specialist to monitor live volumes, reallocate agents as needed, and ensure SLA, AHT, and occupancy targets are met. You will provide intraday reporting and escalate risks to leadership to maintain service levels.

Join a fast-paced environment supporting VIP and irregular operations coverage, leveraging Talkdesk and Salesforce to drive informed decisions and maintain high operational efficiency.

Qualifications

• Strong analytical skills and quick decision making required.
• Experience using Talkdesk and Salesforce for operations.
• Excellent communication in high‑volume travel environments.
• Ability to adapt quickly to changing operational needs.

Responsibilities

• Monitor live volumes and reallocate agents as needed.
• Ensure SLA, AHT, and occupancy targets are achieved.
• Provide intraday reports and scale risks to leadership.
• Support VIP and irregular operations (IROPS) coverage.

Skills

Analytical skills

Decision making

Talkdesk

Salesforce

Communication

Adaptability

Tools

Talkdesk

Salesforce

Job description

Job Description

Monitor live volumes and reallocate agents as needed. Ensure SLA, AHT, and occupancy targets are achieved. Provide intraday reports and scale risks to leadership. Support VIP and irregular operations (IROPS) coverage.

Qualifications

• Strong analytical skills and quick decision‑making
• Proficiency in workforce tools (Talkdesk, Salesforce, etc.)
• Excellent communication and adaptability in high‑volume travel environments