Company Description
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 South Africa has been in operation since 2003 and built a reputation as the industry leader for Business Process Outsourcing (BPO) in South Africa, with a growing footprint into Africa. We are a strategic partner for delivering a full range of basic to complex processes from our eight delivery centers across South Africa, employing 4000+ people. Why join us? We promise our employees to experience role clarity, coaching and mentoring, professional development and structured career path through our 5 people promises and keeping employee experience at the core. Experience the culture of outperformance, engagement, celebration and also contribute to society through our WNS Cares Foundation, where you have the opportunity to support meaningful initiatives and make an impact in the community.
Job Description
This WFM resource is responsible for creating schedules based on forecast and actual trends, improving efficiencies, and enhancing utilization of resources. Support real-time teams to manage and achieve the SLAs.
Process related experience:
Expert level understanding of Workforce management principles such as Erlang C.
Extensive experience with short-term forecasting and scheduling within the contact center environment in both inbound, outbound, and non-voice channels across multi/omni-channel environments.
Experience with Workforce management tools: Variety of telephony platforms (Avaya, Presence, Cisco, etc.), variety of Workforce Management tools (Totalview, Blue Pumpkin, Aspect, Genesys, etc.), Power BI knowledge, and requirements management tools or project management software such as MS Project will be an added advantage.
Experience working with building schedules using WFM software and Erlang C calculators.
Sound knowledge of RTA management and effectiveness of scheduling.
Experience in activities related to intraday forecasting and DOW adjustments of schedules.
Manages large scale scheduling based on WFM tools or Erlang C calculators.
Manage and optimize existing schedules based on actual trends.
Study historical trends, business changes, operational effectiveness.
Identify call routing anomalies using real-time monitoring applications.
Oversees and maintains the Workforce Management (WFM) platform/system from a scheduling perspective.
Identifies real-time call volume interruptions and system outages that impact contact center performance.
Escalates contact center interruptions to appropriate business continuity leaders in a timely fashion.
Performance & Discipline Management.
Qualifications
Experience:
4-6 years of experience.
At least 6 years of workforce management with specialization in forecasting/scheduling experience, including people management experience.
2 years managing others and/or experience in Workforce Management.
Grade 12.
Educational Qualification: Any Graduate.
Additional Information
24/7 Night Shift environment.
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