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.

Primary Duties & Responsibilities

• Responsible for scheduling, real time management & MIS.
• Responsible for driving performance to meet all service level metrics & Project SLA monitoring & reporting along with RCA.
• Responsible for timely, accurate reports, 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.
• Qualification-Graduate / Post Graduate
• Overall work experience of minimum 2-3 yrs.; minimum 1 yr. experience in WFM
• Excellent Communication skills - written & verbal.
• 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.
• Should have In-depth understanding of the various call center metrics and their impact on each other.
• Rotational Shift & 6 days working in a week.

Graduate