Senior Executive - WFM - - RTA

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

Job Title: RTA (Role Band A3)Location: PhilippinesJob Description:The Real-Time Analyst (RTA) is a key member of our WFM team, responsible for monitoring and managing real-time staffing to ensure we meet our service level targets. The ideal candidate will have a strong understanding of real-time workforce management, excellent analytical skills, and the ability to make on-the-spot decisions to enhance operational efficiency.Key Responsibilities:1. Real-Time Monitoring:

Continuously monitor real-time performance against established service level targets and key performance indicators (KPIs).

Identify and react to deviations from schedules, including absenteeism, adherence, and unexpected volume fluctuations.2. Schedule Adherence:

Track and report on agent schedule adherence, ensuring that employees adhere to their assigned work schedules.

Notify supervisors and team leads of any adherence issues and work with them to implement corrective actions.3. Intraday Adjustments:

Propose and implement real-time adjustments to staffing, such as breaks, lunches, and shifts, to align with changing call volumes.

Assist in reassigning agents or reallocating resources to address emerging needs.4. Communication:

Maintain effective communication with team leads, supervisors, and the WFM team to ensure everyone is informed of real-time performance and adjustments.

Proactively inform the management team of any challenges or opportunities for improvement.5. Reporting:

Generate and distribute real-time reports on service level performance, adherence, and other relevant metrics.

Analyze data to identify trends and areas for improvement.6. Tools and Technology:

Familiarize yourself with WFM software and tools to make real-time adjustments efficiently.

Knowledge / proficiency of 'Genesis Cloud' is an added advantage

Work with IT to ensure that software and tools are up-to-date and aligned with business needs.

Proficiency in Excel reportingQualifications:

Bachelor's degree in a relevant field (e.g., Business, Operations Management, or similar) is preferred.

Prior experience as a Real-Time Analyst in a contact center or customer service environment is a strong asset.

Proficiency in using WFM software and real-time monitoring tools.

Strong analytical and problem-solving skills.

Excellent communication and interpersonal skills.

Ability to handle high-pressure situations and make quick, informed decisions.

Detail-oriented with a commitment to data accuracy.

Qualifications

Bachelors

Full time