WNS (Holdings) Limited (NYSE: WNS), is a leading Business Process Management (BPM) company. We combine our deep industry knowledge with technology and analytics expertise to co-create innovative, digital-led transformational solutions with clients across 10 industries. We enable businesses in Travel, Insurance, Banking and Financial Services, Manufacturing, Retail and Consumer Packaged Goods, Shipping and Logistics, Healthcare, and Utilities to re-imagine their digital future and transform their outcomes with operational excellence.We deliver an entire spectrum of BPM services in finance and accounting, procurement, customer interaction services and human resources leveraging collaborative models that are tailored to address the unique business challenges of each client. We co-create and execute the future vision of 400+ clients with the help of our 44,000+ employees. Our global footprint spans 16 countries with 61 delivery centers worldwide including in China, Costa Rica, India, the Philippines, Poland, Romania, South Africa, Spain, Sri Lanka, Turkey, United Kingdom and the United States.

Primary Duties & Responsibilities

• Responsible for Scheduling, Real time management & MIS.

• Responsible for driving performance to meet all Services level metrics & Projecting SLA monitoring & reporting along RCA.

• Responsible for timely & accurate reporting, updates and business insights

• Co-ordination with client contacts and command center to expedite volume flow, adjust staffing conditions.

• Work on discretionary activities to increase occupancy.

• Increase staffing levels or modify call routing to increase service levels.

• Prepare, monitor and generate appropriate mathematical models.

• Automating report and reducing manual task.

Desired Experience and Skills

• Min experience - 1 year

• Working knowledge of MS Office & Power Bi

• Should have analytical bent of mind

• Strong work ethic with a will-to-win attitude, demonstrates personal excellence, lives the growth mindset.

• Should have In-depth understanding of the various call center metrics and their impact on each other.

• Graduate / Post Graduate

• Should be ok to work from office.
• Should be ok to work in rotational shift.