Workforce management Analyst with English

WNS (Holdings) Limited (NYSE: WNS) is a global Business Process Management (BPM) leader. WNS offers business value to 400+global clients by combining operational excellence with deep domain expertise in key industry verticals, including Banking and Financial Services, Consulting and Professional Services, Healthcare, Insurance, Manufacturing, Retail and Consumer Packaged Goods, Shipping and Logistics, Telecommunications, Travel and Utilities.


WNS Romania is a leading provider of end-to-end BPM solutions in Europe. We are strategic partner to our clients for delivering a full range of basic to complex business processes.
We understand European business while maintaining a global context. We have stood by this statement since our inception in 2008.

Our core capabilities are around German, Italian, Spanish, French, English languages across F&A, Procurement and Customer Service Interaction Services. We have over 11 clients and more than 450 employees across multiple industries like: Insurance, Travel & Leisure, Manufacturing, Market Intelligence, Music & Entertainment and Specialty Minerals.

We are most admired for our people, partnership approach, performance and domain expertise.

Bachelor's Level Degree or equivalent
• Fluency in English with strong verbal and writing skills – minimum B2 language level required
• Strong understanding of the Call Centre fundamentals and competencies;
• Decision making skills;
• Ability to understand and report on call center metrics
• Customer Service Orientation for the specific process;
• Good written and spoken communications and interpersonal skills;
• Detail oriented;
• Prioritizing & organizing skills;
• Effective time management and punctuality;
• Flexibility;
• Proficiency in Microsoft Office applications; Avaya CMS / Macro is a plus;
• Positive and enthusiastic attitude,
• Coaching skills;
• Providing feedback;
• Analytical and mathematical proficiency
• Detail oriented;
• Ability to communicate clearly through verbal and written communication
• Comfortable using workforce management tools/ methods
• Familiarity with budgeting and queuing principles

Overall Purpose
• The Lead Associate will supervise the shift he is in charge off, regardless working hours (opening/closing shift) of the processes he is responsible for. He will be responsible for providing support to day to day operations for shift/brake compliance, reports, any changes to schedules, real time monitoring, other reports or analysis required by direct supervisor or senior management team.

1. Driving Operational Excellence:

a) Forecasting:
• Participate in forecasting meetings with relevant departments.
• Ensure forecasting models and capacity plan include accurate, updated information.
• Forecast call volume, AHT and generate capacity requirements when required.
• Breakdown monthly forecasts received from clients into weekly, daily, intraday and ensure adequate staffing levels.

b) Staffing:
• Ensure staffing models and capacity plan include accurate, updated information.
• Determine adequate staffing levels to meet service level and response time objectives.
• Identify recruitment needs (for replacement or for bench capacity) and communicate them to management / OPS team.
• Use overtime as a final solution to cover understaffed intervals only after getting management approval.

c) Scheduling:
• Plan the daily work schedules for agents using WNS internal modeler tools.
• Serve as initial point of contact for all issues regarding schedules.
• Process day-off requests and schedule off-phone events.
• Ensure scheduling process and practices have no negative impact on employees satisfaction by taking into consideration their preferences for shifts and time-off and by being flexible in solving scheduling related inquires.
• Accommodate off-phone activities requested by team leaders and/ or trainers (coaching sessions, team meetings, workshops, trainings, one on one meeting) while meeting service level and response time objectives.
d) Real Time management:
• Monitor real-time queues across multiple lines of business and adherence reports to ensure service level and response time objectives are met. Create and oversee real-time management escalation plans.
• Provide intra-day monitoring reports.
• Recommend real-time schedule changes and identify efficiency opportunities where applicable
• Adjust schedules based on workload/ forecast shifts.
• Adjust call routing plans, agent skills and call type prioritization.
e) Reporting:
• Provide reports and dashboards on workload trends, staffing requirements, scheduling patterns, shrinkage, utilization, productivity, KPI performance and other operational metrics specific to client processes.
• Provide shift & break adherence and compliance reports.
• Develop and distribute intraday, daily, weekly and monthly reports to management team.
f) Analysis:
• Support implementation of department’s strategies, processes, projects, policies and procedures by running thorough analysis and making business recommendations.
• Make recommendations on how to improve productivity, quality of service and operational efficiency and effectiveness.
• Identify and communicate trends or areas of opportunity for the development of call center front line staff members.
• Implement control tools and methods in order to make sure KPIs are achieved and to prevent failure on meeting contractual objectives.
• Contribute to QNS target through identifying improvement opportunities and implementing action plans focused on achieving QNS.
2. People Management
• Follows performance management to ensure operational efficiency, revenue maximization, product knowledge on request and validation from Ops Team;
3. Other
• Is responsible to learn and comply with legal requirements with regards to work safety and security and fire safety and is responsible for periodic training of all Direct Reports if applicable;
• Is responsible for accomplish all duties regarding work safety and security and fire safety as defined by authorised persons. Is also responsible for training and making sure that all Direct Reports comply with the rules if applicable;
• Is obliged to respect all internal regulations and policies;
• Performs any other reasonable tasks that are needed for process excellence;
• Works within a rolling rotation of shift work that includes evenings and weekends.