WNS Global Services

Workforce Manager

Your Mission

Analyze and define trends that support changes in business process as well as define metrics that measure success;
Conduct analysis on anomalies within the business to determine impacts on the business and provide recommendations to minimize any negative impacts on the customer;
Analyze performance process and measures for Operations teams to determine optimized staffing levels, metrics and performance to ensure proper staffing and scheduling commensurate with service, sales and financial goals;
Recognize/interpret trends and changes in the business and communicate them to management;
Based on analysis, provide process improvement and operational improvements to management;
Lead projects that drive more efficient and effective reporting;
Partner with Operations management teams to define business requirements, work flow and business process.
Assist in the creation and delivery of accurate, detailed, timely and user-friendly reports/dashboards for both managers and agents to ensure the goals of the organization are met. Obtain a thorough knowledge of all data repositories to ensure dashboards are accurate and include the appropriate data to drive to desired results.
Accurately forecast the workloads, productivity and staffing requirements. Analyze historical data, determine future costing, and assist with training and new hire numbers.

Your Profile

Strong Analytical skills – has ability to start from ambiguous problem statements, identify and access relevant data, make appropriate assumptions, perform insightful analysis and draw conclusion relevant to the business problem;
Communication skills – Demonstrated ability to communicate complex technical problems through simple means. Ability to present information professionally & concisely with supporting data;
High attention to detail and proven ability to manage multiple, competing priorities simultaneously;
An ability to work in a fast-paced environment where continuous innovation is desired and ambiguity is the norm;
A history of teamwork and willingness to roll up one’s sleeves to get the job done;
Technical Skills required - Ms Access (Basic) and VBA (Basic).

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
A great office, a friendly atmosphere in a multi-cultural environment.
Teambuilding and Christmas party
Wide range of development and training options (including soft skills and language courses).

Asociat

Full-time

Management de proiect

Marketing și publicitate

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