Job Description
Key Responsibilities
1. Real-Time Monitoring & Queue Management
Monitor real-time queues across:Inbound/Outbound voiceChat, Email, Back-office workstreams
Track performance against key metrics:Service Level (SL)ASA, Queue depthAHT, Abandonment rate
Ensure queues are balanced and staffed appropriately
2. Intraday Performance ManagementCompare actual performance vs forecast and schedule
Identify variances and highlight risks proactively
Execute immediate corrective actions to maintain SLAs:Skill reassignments
Queue prioritizationTask redistribution
3. Adherence & Shrinkage Monitoring
Track real-time schedule adherence at agent and team level
Highlight non-adherence and coordinate with Operations for corrective action
Monitor shrinkage (planned vs unplanned) and flag deviations
4. Real-Time Decision Making
Recommend and execute intraday actions such as:Overtime (OT)Voluntary Time Off (VTO)
Shift extensions or adjustments
Manage contingencies during:Volume spikes
System outages
Staff shortages
5. Stakeholder Coordination
Work closely with:Operations (Team Leaders / Managers)
Scheduling and Planning teams
Act as a bridge between WFM and Operations for real-time updates
Communicate performance insights, risks, and action plans clearly
6. Reporting & Dashboards
Publish intraday reports capturing:Service level trends
Queue performanceAdherence metrics
Maintain RTA trackers and dashboards using:ExcelWFM tools
Provide timely updates at defined intervals (hourly/daily)
7. Tools & Systems
Work on real-time monitoring using:Verint / Genesys / Aspect
Ensure accuracy of real-time data feeds and dashboards
Support automation and reporting enhancements
8. Governance & ComplianceEnsure adherence to:Client SLAs and KPIsoperational guidelines and governance
Maintain logs of actions taken for audit and review purposes
Qualifications
Graduate in any discipline
2–4 years of experience in WFM (RTA / Intraday management)
Experience in BPO/contact center environment is mandatory
Exposure to multi-channel operations (voice & digital) preferred
Additional Information
US Rotational Night Shift
Other open roles at WNS Global Services(6)
WNS helps global businesses Outsmart the Future through innovative business transformation, analytics, and digital solutions that deliver sustainable growth.
Key team members
Burt Salop
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