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238 WNS Jobs

Senior Executive WFM

2-5 years

Gurgaon / Gurugram

3 vacancies

Senior Executive WFM

WNS

posted 24d ago

Job Role Insights

Flexible timing

Job Description

Role & responsibilities

  • Continuously monitor real-time performance against established service level targets and key performance indicators (KPIs).
  • Identify and react to deviations from schedules, including absenteeism, adherence, and unexpected volume fluctuations.
  • Schedule Adherence: Track and report on agent schedule adherence, ensuring that employees adhere to their assigned work schedules.
  • Notify supervisors and team leads of any adherence issues and work with them to implement corrective actions.
  • Intraday Adjustments: Propose and implement real-time adjustments to staffing.
  • Assist in reassigning agents or reallocating resources to address emerging needs.
  • Reporting: Generate and distribute real-time reports on service level performance, adherence, and other relevant metrics.
  • Analyze data to identify trends and areas for improvement.
  • Tools and Technology: Familiarize yourself with WFM software and tools to make real-time adjustments efficiently.
  • Work with IT to ensure that software and tools are up-to-date and aligned with business needs.
  • Proficiency in Excel/Google Sheet reporting


Preferred candidate profile

  • Bachelor's degree in a relevant field (e.g., Business, Operations Management, or similar) is preferred
  • Proficiency in using WFM software and real-time monitoring tools.
  • Strong analytical and problem-solving skills.
  • Excellent communication and interpersonal skills.
  • Ability to handle high-pressure situations and make quick, informed decisions.
  • Detail-oriented with a commitment to data accuracy.






Employment Type: Full Time, Permanent

Read full job description

Prepare for Senior Executive WFM roles with real interview advice

Top WNS Senior Executive WFM Interview Questions

Q1. Different types of constraints and difference between primary key and foreign key?
Q2. What will you check if a person is NRI has come to branch for open a bank account.
Q3. What will you do if you find out a suspicious transaction?
View all 282 questions

What people at WNS are saying

4.0
 Rating based on 8 Senior Executive WFM reviews

Likes

People's Are very supportive

  • Skill development - Good
  • +1 more
Dislikes

Salary package not as per the Designation

  • Salary - Poor
  • +1 more
Read 8 Senior Executive WFM reviews

Senior Executive WFM salary at WNS

reported by 54 employees with 3-9 years exp.
₹3 L/yr - ₹7 L/yr
24% more than the average Senior Executive WFM Salary in India
View more details

What WNS employees are saying about work life

based on 12k 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 Gurgaon / Gurugram Office Locations

View all
Gurugram Office
WNS Global Services Private Limited, 9th Floor, Block A2, DLF World Tech Park, NH8, Sector 30 Gurugram
Haryana 122002
Gurugram Office
WNS Global Services Private Limited, 9th Floor, Block A2, DLF World Tech Park, NH8, Sector 30 Gurugram
Haryana 122002

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