WNS (Holdings) Limited (NYSE: WNS) is a global Business Process Management (BPM) leader. WNS offers business value to 400+ global clients by combining operational excellence with deep domain expertise in key industry verticals, including Banking and Financial Services, Consulting and Professional Services, Healthcare, Insurance, Manufacturing, Retail and Consumer Packaged Goods, Shipping and Logistics, Telecommunications, Travel and Utilities. 

WNS South Africa has been in operation since 2003 and built a reputation as the industry leader for Business Process Outsourcing (BPO) in South Africa, with a growing footprint into Africa. We are a strategic partner for delivering a full range of basic to complex processes from our eight delivery centers across South Africa, employing 4000+ people.

Why join us?

We promise our employees to experience role clarity, coaching and mentoring, professional development and structured career path through our 5 people promises and keeping employee experience at the core. Experience the culture of outperformance, engagement, celebration and also contribute to society through our WNS Cares Foundation, where you have the opportunity to support meaningful initiatives and make an impact in the community.

JOB PURPOSE

Responsible for real time and/or intraday management of resources to ensure the correct number of agents at the right times are in their seats to answer an accurately forecasted volume of calls at the desired service level. To work as part of a greater WFM team and ensure that all functions performed/services provided are in line with the overall WFM strategy.

KEY RESPONSIBILITY AREAS

1.     Accurate Attendance/Absence updating on eWFM & any absence reporting.

2.     Monitor contact centre to ensure optimal staffing levels.

3.     Intraday reporting

4.     Flagging all/any deviations to schedules

5.     Facilitate real time discussion with relevant stakeholders.

6.     Complete route cause analysis to determine and quantify reasons for forecast variance and recommends changes to enhance forecast accuracy and effectiveness.

7.     Ensures that all reports originating from the department are accurate, relevant and reliable.

8.     On the day schedule optimization in order to meet desired service levels, and providing feedback to relevant stakeholders of potential impact to service levels, along with suggestions.

9.     Trend analysis on all measures which impact the overall performance of the business unit.

10.   Regular planned huddles with Operations highlighting key focus areas.

11.   Accurately tracking all/any movement of headcount. (attrition, new recruits)

12.   Ensuring that all headcount databases are accurate and aligned. (eWFM, UIP, Headcount files)

13.   Real Time shrinkage/adherence management

**This is an example for reference, kindly edit basis role requirement**

Matric or equivalent essential

Minimum 2 years experience in workforce management essential 

Efficient in MS Office packages, specifically Excel Knowledge of eWFM or a similar workforce management tool

Knowledge of call center metrics 

Knowledge of ESS