WNS

Global BPM and analytics services provider

Workforce Management Senior/Lead Associate

Customer Experience & SupportConfirmed live in the last 24 hours

Full-timeIloilo City, Iloilo, PhilippinesNo salary listedIn-person

About the Job

Requirements

At least 2 years of BPO experience and 1 year of real-time analyst experience are required.
Strong understanding of telephony systems and call center technology and terminology, including experience with real-time queue monitoring and data analytics.
Exposure to schedule generation and the shift bid process is preferred.
Knowledge of forecasting and forecasting methods is preferred.
Exposure to CMS guidelines and turnaround time is required.
Comprehensive knowledge of Microsoft Word, Excel, and PowerPoint is required.

Responsibilities

Manage end-to-end workforce management and management information system functions, including forecasting, capacity planning, scheduling, and real-time management.
Monitor staffing, service levels, and operational performance to support business requirements.
Generate regular and ad hoc reports, dashboards, and performance insights.
Identify risks and performance gaps, conduct root cause analysis, and recommend solutions.
Partner with Operations and stakeholders to optimize staffing, processes, and key performance indicators.
Support team development through coaching, training, and effective communication.

Desired Qualifications

Experience with Cisco Webex is preferred.

Job Description

• Manage end-to-end WFM/MIS functions, including forecasting, capacity planning, scheduling, and real-time management.
• Monitor staffing, service levels, and operational performance to support business requirements.
• Generate regular and ad-hoc reports, dashboards, and performance insights.
• Identify risks and performance gaps, conduct root cause analysis, and recommend solutions.
• Partner with Operations and stakeholders to optimize staffing, processes, and KPIs.
• Support team development through coaching, training, and effective communication.

Qualifications

• Must have at least 2 year BPO experience and 1 year RTA experience
• Must possess a strong understanding of telephony systems and call center technology/terminology including experience with real time queue monitoring and data analytics (Preferably Cisco Webex)
• Preferably with exposure to schedule generation and shift bid process
• Preferably with Knowledge of forecasting and its methods
• CMS guidelines / TAT exposure
• Comprehensive knowledge of Microsoft Word, Excel and PowerPoint

Additional Information

About the Company

WNS

Global BPM and analytics services provider

WNS provides business process management and analytics services to large enterprises. It helps clients improve operational efficiency, customer experience, and decision-making by delivering end-to-end BPM, research and analytics, finance and accounting, and digital transformation support across industries such as insurance, banking, healthcare, travel, and manufacturing. The company combines domain expertise with technologies like artificial intelligence, machine learning, and advanced analytics to create custom, data-driven solutions. Delivery centers worldwide enable scalable, agile service delivery and access to specialized talent, while a digital-first approach focuses on automation, cognitive computing, and data insights. WNS aims to form long-term partnerships that deliver measurable business impact across the value chain.

Company size: 10,001+
Company stage: Acquired
Total funding: $3.3B
Headquarters: Mumbai, India
Founded: 1996

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