Lead Associate – WFM

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Job Description

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.

Job Description

Manages daily operation by assessing operational drivers (Staffing, Volume, AHT) and outcomes (SLA, ASA and ABAN%) and adjusts intraday schedule to meet service goals.Monitors intraday, makes decisions, provides sound judgement, and consults with operation team for recommendations to improve real time performance includes calling for OT/Time off.Produce Real time reports – Hourly/ Daily/ Weekly, Exception management.Preparing Dashboards in the CRM tools and should be well versed with skilling/Bulk skilling.Produce daily, biweekly, and monthly reports to ensure adherence to planned activities.Manage all offline activities, idle time / Report outage, Incident tracking, escalations & produce daily, biweekly, and monthly reports to ensure adherence to planned activities.Assist with creating metrics and targets to meet the SLA goals and highlight performance gaps on planned activities and goals.Performs analysis of data to surface trends and insights using analytical methodsDrives changes on the need of the business, acts as a resource and POC during contingency events including weather events, system outages, etcInitiates, develops and implements improvements to workflows and processes and participate on special projects.Assist with projects and other duties as requested or assigned.Knowledge in CRM tools like Avaya, In-contact and should be well versed with individual/Bulk skilling.Excellent communication skills with ability to interact with external & internal stakeholders.Experienced in MS Office tools, especially Excel and PowerPoint, Knowledge in Macros is an added advantage.Must be a highly self-motivated multi-task-oriented team member with ability to self-manage tasks to completion within structured timeliness and strong technical documentation skills.Must be a team player within the ability to communicate & interact with external & internal stakeholders.Problem solving, analytical& logical skills is critical and must have excellent English communication skills


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