Job Vacancies at WNS Global Services

Job Description

1.       JOB PURPOSE

Produce accurate short term workload forecasts, including schedules. (signed off min. 4 weeks) Create & use simulation models to accurately forecast the impacts of any change & project implementation. Proactively deliver in-depth analysis to lead change and drive operational effectiveness & efficiency. Analyse multiple layers of data from varying sources to constantly improve agreed levels of accuracy, leveraging multi-variate and root cause analysis to extract insight to continuously improve the way we plan and operate.

2.       KEY RESPONSIBILITY AREAS

1. Ensure accurate implementation of schedules in line with best practice and to ensure that service levels targets are met.

2. Accurately forecasting of call volume, absence, attrition, AHT & shrinkage through trend analysis. Reviewing & tracking on a regular basis in conjunction with the RTA team.

3. Pro Active engagement with Operation at all levels highlighting any changes in business or potential impact based on any of the main variables.

4. Create new and innovative forecast and capacity models to plan for future demand, growth and channel shifts.

5. Effective Client Relationship Management (internal/external).

6. Effective resource optimization/utilization across inbound, outbound & back office functions.

7. Ensure the Resource Planning (Shift Influx) & processes are aligned to deliver the most optimised plan and maximum benefit for the operation.

8. Effectively managing the B2P ratios across the business.

9. Accurate HC alignment across all systems & reports.

10. KPI tracking

11. WFM governance

12. Effective leave management

13. Ability to work well under pressure

14. Exceptional teamwork skills

15. Proven experience in driving HR and Operational processes

Qualifications

1.       QUALIFICATIONS REQUIRED

 Essential

• Matric / Grade 12 or international equivalent

• Call Centre Maths

• Industry relevant training courses, including WFM processes, terminology and tools

Preferred

• A relevant qualification in BA/BS degree required, preferred economics, statistics, business or equivalent education- MBA a plus

EXPERIENCE REQUIRED

Essential

• Strong experience in team management and effective resource planning.

• In depth understanding of WFM tools.

• In depth understanding of manual forecasting methods and formulas.

• Ability to explain complex information in an easy to understand manner and generate “buy in” from key stakeholders.

• Min 4 year’s experience as a Resource Planner.

• Min 5 year’s experience in trend analysis.

• Spread sheets with formula application and/or database software (Excel, Access)

• Knowledge in Automatic Call Distribution Technology and experience with Forecasting/ Scheduling software.

• Advanced MS Office

• Expert skill in excel for modelling and scenario planning.

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Job Description

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

Qualifications

Essential

• Matric / Grade 12 or international equivalent

• Call Centre Maths

• Industry relevant training courses, including WFM processes, terminology and tools

Preferred

A relevant qualification in BA/BS degree required, preferred economics, statistics, business or equivalent education

EXPERIENCE REQUIRED

Essential

• Min 2 year’s experience in a WFM team.

• Min 2 year’s experience in trend analysis.

• Spread sheets with formula application and/or database software (Excel, Access)

• Knowledge in Automatic Call Distribution Technology and experience with Forecasting/ Scheduling software.

• Advanced MS Office

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Job Description

Experience in managing Line Adherence business model is preferred.

To manage the Planning team and all facets of the short term to medium term planning such as forecasting, scheduling, RTA and other operational activities while adjusting resources to meet business objectives.

Workforce modelling and solutioning
Forecasts call volume demand and other contact demand volume and manages scheduling of sufficiently skilled staff based on historical and anticipated volume across all clients both short-term, medium-term and long-term.
Moderates use of Paid Time Off, leaves of absence and communicates serves as liaison to Staff Accountant/HR Assistant regarding appropriate communication of agent use.
Monitors real time contact volume both call and email/chat support and associated service levels and staffing requirements.
Trends real time call arrival patterns and adjusts staffing accordingly.
Identify call routing anomalies using real time monitoring applications.
Oversees and maintains the Workforce Management (WFM) Platform / System
Identifies real time call volume interruptions and system outages that impact contact center performance.
Escalates contact center interruptions to appropriate business continuity leaders in a timely fashion.
Sound working knowledge of the latest Microsoft packages (Word, Excel, PowerPoint & Outlook)
Attention to detail
Must be able to travel across multiple sites
Must be able to work flexible hours

Qualifications

• Matric / Grade 12 or international equivalent Call Centre Maths Industry relevant training courses, including WFM processes, terminology and tools 
• A relevant qualification in BA/BS degree required, preferred economics, statistics, business or equivalent education 5 Years’ experience working within a contact center
• 3 Years in a leadership role within WFM
• 4+ years of experience performing RPM functions (capacity planning, forecasting, scheduling, real-time management) in a multi-site contact center environment preferred

Strong experience with Workforce Management software (eWFM, IEX, Verint, etc.) that includes forecasting, scheduling, real-time adherence functionality More than 2 years’ experience working within the BPO sector