Executive - Workforce Management (WFM)

About WNS

WNS, a part of Capgemini, is a pioneer in Agentic AI-driven intelligent operations and transformational services. Serving over 700 clients across 10 sectors including Banking & Financial Services, Healthcare, Insurance, Shipping & Logistics, and Travel & Hospitality, the company leverages deep domain expertise combined with AI platforms and analytics to help businesses innovate, scale, and adapt amidst disruption. Operating from three global headquarters across four continents, with 65 delivery centers in 13 countries and a workforce exceeding 66,000 employees, WNS offers scalable, expert solutions that produce measurable business impact.

Job Responsibilities

• Manage scheduling, real-time monitoring, and management information systems.
• Drive performance to achieve all service level agreements and project SLA monitoring with root cause analysis reporting.
• Deliver timely and accurate reports, updates, and provide actionable business insights.
• Coordinate with client stakeholders and command center teams to facilitate volume management and adjust staffing as necessary.
• Engage in discretionary tasks aimed at improving occupancy rates.
• Adjust staffing levels and modify call routing strategies to enhance service levels.
• Develop, monitor, and implement mathematical models to automate reporting and minimize manual effort.

Requirements

• Graduate or Postgraduate degree from a recognized institution.
• At least 2 to 3 years of overall professional experience with a minimum of 1 year in Workforce Management roles.
• Strong verbal and written communication skills.
• Proficient in MS Office and Power BI tools.
• Analytical mindset with a strong work ethic and a proactive, success-driven attitude.
• Comprehensive understanding of contact center metrics and their interdependencies.
• Willingness to work rotational shifts and six days per week.

Additional Information

Work schedule includes rotational shifts with a six-day workweek.