Senior Executive - REF115220X - WFM+MIS

WNS, part of Capgemini, is an Agentic AI-powered leader in intelligent operations and transformation, serving more than 700 clients across 10 industries, including Banking and Financial Services, Healthcare, Insurance, Shipping and Logistics, and Travel and Hospitality. We bring together deep domain excellence – WNS’ core differentiator – with AI-powered platforms and analytics to help businesses innovate, scale, adapt and build resilience in a world defined by disruption.Our purpose is clear: to enable lasting business value by designing intelligent, human-led solutions that deliver sustainable outcomes and a differentiated impact. With three global headquarters across four continents, operations in 13 countries, 65 delivery centers and more than 66,000 employees, WNS combines scale, expertise and execution to create meaningful, measurable impact.

Job Title:

Workforce Management (WFM) Associate/ Sr Associate

Job Summary:

The WFM Associate supports workforce planning activities by monitoring performance, maintaining reports, tracking staffing metrics, and assisting in scheduling and real-time management to ensure operational targets are achieved.

Key Responsibilities

1. Real-Time Monitoring

• Monitor queues, staffing levels, and service levels in real time.
• Track agent adherence and attendance.
• Escalate staffing variances and SLA risks to Operations and WFM leadership.
• Support intraday staffing adjustments to maintain performance.

2. Reporting & MIS

• Prepare daily, weekly, and monthly reports.
• Track key metrics such as SLA, AHT, Shrinkage, Occupancy, Productivity, and Adherence.
• Ensure timely and accurate report delivery.
• Validate data and maintain reporting accuracy.

3. Scheduling Support

• Assist in roster creation and schedule maintenance.
• Process shift swaps, leaves, and schedule changes.
• Update workforce management tools with employee schedule information.

4. Capacity Planning Support

• Assist in gathering and analyzing historical performance data.
• Support forecasting and capacity planning activities.
• Maintain staffing trackers and headcount reports.

5. Process Compliance

• Follow established WFM processes and SOPs.
• Ensure data confidentiality and reporting compliance.
• Identify and highlight process improvement opportunities.

Required Skills

• Good understanding of WFM concepts.
• Proficiency in Microsoft Excel (Pivot Tables, VLOOKUP/XLOOKUP, COUNTIF, COUNTIFS, SUMIF, SUMIFS, If, IFS, Charts).
• Strong analytical and numerical skills.
• Attention to detail and reporting accuracy.
• Good communication and stakeholder management skills.
• Knowledge of WFM tools (IEX, NICE, Verint, Genesis etc.) is preferred.

Experience

• 2- 3 years of experience in Workforce Management, MIS, Reporting, or Contact Center Operations.

Graduate in any discipline