Permanent Lead Associate | WNS Global Services Vacancies
Job Description
WNS Global Services Vacancies – Lead Associate – WFM
Location: Cape Town, Western Cape
Company: WNS Global Services
Job Type: Permanent
Job Sector: Business Operations
Company Description
WNS (Holdings) Limited (NYSE: WNS) is a global Business Process Management (BPM) leader. WNS delivers business value to 400+ clients worldwide by integrating operational excellence with deep industry expertise across key sectors, including Banking and Financial Services, Consulting and Professional Services, Healthcare, Insurance, Manufacturing, Retail, Shipping and Logistics, Telecommunications, Travel, and Utilities.
Since 2003, WNS South Africa has been the industry-leading Business Process Outsourcing (BPO) provider, expanding its footprint across Africa. With eight delivery centers and 4,000+ employees, we offer end-to-end process solutions, from basic to complex.
Why Join WNS?
At WNS, we prioritize employee growth through role clarity, coaching, structured career paths, and professional development, all anchored by our five People Promises. Thrive in a culture of high performance, engagement, and celebration while contributing to social impact through the WNS Cares Foundation.
Job Description
Job Title: Lead Associate – WFM
Job Summary
The Lead Associate – WFM is responsible for overseeing real-time performance across contact center operations. This role ensures SLAs are met by analyzing live data, optimizing staffing, and collaborating with stakeholders to drive operational efficiency.
Key Responsibilities
- Real-Time Monitoring: Track call volumes, agent availability, queue levels, and service levels.
- Intraday Management: Adjust staffing dynamically based on volume trends and agent adherence.
- Schedule Adherence: Monitor agent compliance with schedules and escalate deviations.
- Reporting & Analysis: Generate and distribute real-time and intraday performance reports.
- Collaboration: Partner with operations, team leads, and WFM planners to align with business objectives.
- Problem Solving: Resolve issues impacting service levels, including system outages or staffing shortages.
- Process Improvement: Leverage data insights to recommend workforce strategies and operational enhancements.
- Data Analysis & Reporting: Ensure accuracy in weekly and monthly MIS reports.
- Payroll Management: Assist in payroll processing (preferred).
- Self-Management: Execute tasks independently with minimal supervision.
- WFM Tools Proficiency: Experience with Verint or similar platforms.
- Technical Skills: Advanced Excel (formulas, pivot tables, VBA), MS Office (Word, PPT).
- Communication: Strong verbal, written, and presentation skills.
Qualifications
- 2+ years in Workforce Management or contact center operations.
- Expertise in WFM tools (Verint, IEX, NICE Incontact, Avaya, CMS).
- Advanced Excel skills (VBA macros preferred).
- Analytical mindset with strong decision-making abilities.
- Ability to multitask in a fast-paced environment.
Join WNS and drive operational excellence as a Lead Associate – WFM!
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How to Apply
To apply for this position, click the “Apply Now” button or follow the specific instructions provided in the job description. Ensure that your CV and supporting documents are up to date and relevant to the position.
Please note: This job posting may be closed at any time by the employer, either due to internal recruitment policies, legal requirements, or once a suitable candidate has been found. We encourage you to apply as early as possible.
Only shortlisted candidates will be contacted.
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