Job description
WNS, part of Capgemini, is an Agentic AI-powered leader in intelligent operations and transformation, serving more than 700 clients across 10 industries, including Banking and Financial Services, Healthcare, Insurance, Shipping and Logistics, and Travel and Hospitality. We bring together deep domain excellence
- WNS’ core differentiator - with AI-powered platforms and analytics to help businesses innovate, scale, adapt and build resilience in a world defined by disruption.Our purpose is clear: to enable lasting business value by designing intelligent, human-led solutions that deliver sustainable outcomes and a differentiated impact. With three global headquarters across four continents, operations in 13 countries, 65 delivery centers and more than 66,000 employees, WNS combines scale, expertise and execution to create meaningful, measurable impact.
Key Responsibilities
- Real-Time Monitoring & Queue Management Monitor real-time queues across:Inbound/Outbound voice. Chat, Email, Back-office workstreams Track performance against key metrics:Service Level (SL)ASA, Queue depthAHT, Abandonment rate Ensure queues are balanced and staffed appropriately
- Intraday Performance Management. Compare actual performance vs forecast and schedule Identify variances and highlight risks proactively Execute immediate corrective actions to maintain SLAs:Skill reassignments Queue prioritization. Task redistribution
- Adherence & Shrinkage Monitoring Track real-time schedule adherence at agent and team level Highlight non-adherence and coordinate with Operations for corrective action Monitor shrinkage (planned vs unplanned) and flag deviations
- Real-Time Decision Making Recommend and execute intraday actions such as:Overtime (OT). Voluntary Time Off (VTO) Shift extensions or adjustments Manage contingencies during:Volume spikes System outages Staff shortages
- Stakeholder Coordination Work closely with:Operations (Team Leaders / Managers) Scheduling and Planning teams Act as a bridge between WFM and Operations for real-time updates Communicate performance insights, risks, and action plans clearly
- Reporting & Dashboards Publish intraday reports capturing:Service level trends Queue performance. Adherence metrics Maintain RTA trackers and dashboards using:ExcelWFM tools Provide timely updates at defined intervals (hourly/daily)
- Tools & Systems Work on real-time monitoring using:Verint / Genesys / Aspect Ensure accuracy of real-time data feeds and dashboards Support automation and reporting enhancements
- Governance & Compliance. Ensure adherence to:Client SLAs and KPIsoperational guidelines and governance Maintain logs of actions taken for audit and review purposes Graduate in any discipline 2–4 years of experience in WFM (RTA / Intraday management) Experience in BPO/contact center environment is mandatory Exposure to multi-channel operations (voice & digital) preferred US Rotational Night Shift