WNS Global Services

Process Trainer with German

Your Mission:

Forecasting:

• Ensure forecasting models and capacity plan include accurate and updated informatio

Staffing:

• Ensure staffing models and capacity plan include accurate, updated information.
• Determine adequate staffing levels to meet service level and response time objectives.

 Scheduling:

• Plan and distribute daily work schedules for agents.
• 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.

 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.
• Recommend real-time schedule changes and identify efficiency opportunities.
• Adjust schedules based on workload/ forecast shifts.
• Manage occupancy and utilization of agent groups.
• Adjust call routing plans, agent skills and call type prioritization.

 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 intra-day, daily, weekly and monthly reports to management team.

  Analysis:

• Support implementation of department’s strategies, processes, projects, policies and procedures by running thorough analysis and making sound business recommendations.
• Make recommendations on how to improve productivity, quality of service and operational efficiency and effectiveness.
• Implement control tools and methods in order to make sure KPIs are achieved and to prevent failure on meeting contractual objectives.
• Assist Operations teams with identification of training needs for team members.
• Develop awareness, knowledge and expertise by driving projects using quality tools like Lean and Six Sigma.
• Contribute to QNS target through identifying improvement opportunities and implementing action plans focused on achieving QNS.

Your Profile:

• Fluency in German & English;
• Bachelor's Level Degree or equivalent;
• Strong oral and written communication skills;
• Proficiency in MS office applications;
• Excel advanced level;
• Process oriented, organized, structured and detailed;
• Plans, organizes and manages the workload through accurate forecasts, staff calculations, schedules, real-time management, management reports and analysis.

You will enjoy:

• Bonuses for your results.
• Employee referral bonuses.
• Medical coverage for you and a dear one.
• Meal-tickets, free coffee, pastries and fruits, to keep you energized.
• Bookster and Benefits Online for you to enjoy your hobbies.
• Wide range of development and training options (including soft skills and language courses).
• A great office, a friendly atmosphere in a multi-cultural environment.
• Teambuilding and Christmas party.