Company Description
WNS (Holdings) Limited (NYSE: WNS) is a global Business Process Management (BPM) leader. WNS offers business value to 400+ global clients by combining operational excellence with deep domain expertise in key industry verticals, including Banking and Financial Services, Consulting and Professional Services, Healthcare, Insurance, Manufacturing, Retail and Consumer Packaged Goods, Shipping and Logistics, Telecommunications, Travel and Utilities. WNS South Africa has been in operation since 2003 and built a reputation as the industry leader for Business Process Outsourcing (BPO) in South Africa, with a growing footprint into Africa. We are a strategic partner for delivering a full range of basic to complex processes from our eight delivery centers across South Africa, employing 4000+ people.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 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
Job Summary• WFM Analyst is responsible for monitoring and managing intraday performance across contact center operations. This role ensures service level agreements (SLAs) are met by analyzing real-time data, adjusting staffing, and communicating with stakeholders to maintain operational efficiency and providing reports generating data analysis and reporting. Key Responsibilities• Real-Time Monitoring: Track live metrics such as call volumes, agent status, queue levels, and service levels.• Intraday Management: Make real-time staffing adjustments based on volume trends and agent availability.• Schedule Adherence: Monitor agent adherence to schedules and escalate deviations to supervisors.• Reporting & Analysis: Generate and distribute real-time and intraday performance reports to stakeholders.• Collaboration: Work closely with operations, team leads, and WFM planners to ensure alignment with business goals.• Problem Solving: Identify and resolve issues impacting service levels, including system outages or staffing gaps.• Process Improvement: Use data insights to recommend improvements in workforce strategies and operational processes.• Should be well versed in generating data analysis and reporting.• Provide accurate and timely weekly, monthly MIS reports.• Hands-on on payroll activity will be considered as addition.• Ability to manage allocated tasks and perform them with little supervision.• will be responsible for analyzing data to ensure accuracy.• WFM Tools Competency i.e. Verint• Able to work on MS-Office –Excel, Word & PPTs.• Excellent verbal & written communication & presentation skills
Qualifications
Skills & Qualifications• 2+ years of experience in Workforce Management or contact center operations.• Proficiency in WFM tools (e.g., IEX, Verint, NICE Incontact, Avaya, CMS).• Advanced Excel skills (formulas, pivot tables, VBA macros preferred).• Strong analytical and decision-making skills.• Excellent communication and collaboration abilities.• Ability to multitask and work under pressure in a fast-paced environment.
