Senior Executive - WFM

Company Description

WNS (Holdings) Limited (NYSE: WNS), is a leading Business Process Management (BPM) company. We combine our deep industry knowledge with technology and analytics expertise to co-create innovative, digital-led transformational solutions with clients across 10 industries. We enable businesses in Travel, Insurance, Banking and Financial Services, Manufacturing, Retail and Consumer Packaged Goods, Shipping and Logistics, Healthcare, and Utilities to re-imagine their digital future and transform their outcomes with operational excellence.We deliver an entire spectrum of BPM services in finance and accounting, procurement, customer interaction services and human resources leveraging collaborative models that are tailored to address the unique business challenges of each client. We co-create and execute the future vision of 400+ clients with the help of our 44,000+ employees.

Job Description

Key Responsibilities:1. Real-Time Monitoring:• Monitor agent activity, including adherence to schedules, real-time performance metrics, and service levels.• Track and analyze queue metrics (e.g., call/chat volume, average handle time) and forecast deviations.• Identify and escalate service-impacting issues promptly (e.g., high call volumes, agent absenteeism).2. Intraday Management:• Adjust staffing levels and schedules in real time based on forecast deviations, absenteeism, or unexpected surges in demand.• Proactively manage breaks, lunches, meetings, and training sessions to balance productivity with agent well-being.• Manage intraday performance reports and communicate findings to relevant teams (operations, team leaders, etc.).3. Communication:• Coordinate with team leaders and supervisors to ensure proper staffing across different queues.• Provide real-time updates on service levels, agent adherence, and performance to leadership and operations teams.• Communicate workforce adjustments or intraday changes to the team effectively.4. Reporting and Data Analysis:• Generate and maintain reports on real-time performance, including service levels, agent occupancy, and adherence.• Analyze real-time data to recommend immediate actions or long-term improvements to workforce planning.• Prepare post-day reports summarizing daily performance, highlighting areas for improvement.5. Service Level Optimization:• Adjust workforce allocations, overtime, or skill routing in real time to meet performance objectives.• Recommend operational changes to maintain optimal service levels during peak times or low demand.6. Tool Management:• Utilize workforce management tools/software (such as IEX, Verint, or NICE) to track and manage real-time data and performance.• Ensure data integrity and accuracy within WFM tools.

Qualifications

• Experience in workforce management, particularly in real-time monitoring or resource planning, is preferred.• Strong understanding of contact center metrics (service levels, adherence, occupancy).• Proficiency in WFM tools and software (e.g., IEX, Verint, NICE).• Excellent communication and collaboration skills, with the ability to work in a fast-paced environment.• Strong analytical and problem-solving skills to quickly assess situations and make data-driven decisions.• Flexibility to adapt to changes in business needs and volume fluctuations