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169 WNS Jobs

Executive - WFM and Advance Excel

3-6 years

Pune

1 vacancy

Executive - WFM and Advance Excel

WNS

posted 4mon ago

Job Role Insights

Flexible timing

Job Description

  • The Real Time Analyst is responsible for monitoring the effectiveness of the forecast and the execution of the scheduling planShould be well versed with Basic excel & formulas * Should be comfortable working in 24/7 rotating environmentMaintain communication channels regarding events that impact call volumes
  • Continuously monitors CMS, Virtual Hold and related call center tools for incoming channel volume (Inbound, Email and Chat), Clarify Queue Volume and associate real time adherence
  • Knowledge of - LA, SL, AHT, IOS, OOSAnalyze variances in the projected call volume and staffing real time to determine when or if corrective action must be takenIdentifies and investigates opportunities to balance workload and resources intra-day and communicates appropriately with managers/supervisor and/or directly with the associates
  • Maintains and modifies associate scheduled events and activities as per requirement Manage proactive approval and denial of discretionary activities; such as vacations, training, meetings, 1:1 sessions, etc
  • Collects daily unplanned exceptions (call outs, lates) and administers those updates into the workforce management systemMonitors productivity metrics and schedules to ensure adequate staffing in coordination with training, meetings, 1:1 sessions, breaks/lunches, etcAnalyze call volume patterns to manage work shifts, lunches and breaksMaintain daily event log of any systemic or operation issues impacting regional performance Ability to manage allocated tasks and perform them with little supervisionShould have knowledge on WFM activities & role in an OrganizationRequirement - Min one experience in RTA on paper
Qualifications
Grade 12/Matric/High School

Employment Type: Full Time, Permanent

Functional Areas: Customer Service & Operations

Read full job description

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What people at WNS are saying

What WNS employees are saying about work life

based on 11.9k employees
54%
71%
69%
68%
Flexible timing
Monday to Friday
No travel
Day Shift
View more insights

WNS Benefits

Submitted by Company
Job Training
Health Insurance
Soft Skill Training
Cafeteria
Submitted by Employees
Free Transport
Cafeteria
Job Training
Soft Skill Training
Health Insurance
Work From Home +6 more
View more benefits

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WNS Pune Office Locations

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Pune Office
WNS Global Services, 3rd to 7th Floor, Wing A & B, Tower 1, Cyber City, Magarpatta City, Hadapsar Pune
Maharashtra 411013
Pune Office
WNS Business Management Consultant, 104, Sakore Nagar Road, Sakore Nagar, Viman Nagar Pune
Maharashtra 411014

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