Lead Associate

4 days ago


Philippines WNS Global Services, Inc. Full time $40,000 - $60,000 per year

Company Description

WNS (Holdings) Limited (NYSE: WNS) is a global Business Process Management (BPM) leader. WNS offers business value to 400+ global clients by combining operational excellence with deep domain expertise in key industry verticals, including Banking and Financial Services, Consulting and Professional Services, Healthcare, Insurance, Manufacturing, Retail and Consumer Packaged Goods, Shipping and Logistics, Telecommunications, Travel and Utilities.

WNS South Africa has been in operation since 2003 and built a reputation as the industry leader for Business Process Outsourcing (BPO) in South Africa, with a growing footprint into Africa. We are a strategic partner for delivering a full range of basic to complex processes from our eight delivery centers across South Africa, employing 4000+ people. Why join us?

We promise our employees to experience role clarity, coaching and mentoring, professional development and structured career path through our 5 people promises and keeping employee experience at the core. Experience the culture of outperformance, engagement, celebration and also contribute to society through our WNS Cares Foundation, where you have the opportunity to support meaningful initiatives and make an impact in the community.

Job Description

Job Summary

  • WFM Analyst is responsible for monitoring and managing intraday performance across contact center operations.

This role ensures service level agreements (SLAs) are met by analyzing real-time data, adjusting staffing, and communicating with stakeholders to maintain operational efficiency and providing reports generating data analysis and reporting. Key Responsibilities

  • Real-Time Monitoring: Track live metrics such as call volumes, agent status, queue levels, and service levels.
  • Intraday Management: Make real-time staffing adjustments based on volume trends and agent availability.
  • Schedule Adherence: Monitor agent adherence to schedules and escalate deviations to supervisors.
  • Reporting & Analysis: Generate and distribute real-time and intraday performance reports to stakeholders.
  • Collaboration: Work closely with operations, team leads, and WFM planners to ensure alignment with business goals.
  • Problem Solving: Identify and resolve issues impacting service levels, including system outages or staffing gaps.
  • Process Improvement: Use data insights to recommend improvements in workforce strategies and operational processes.
  • Should be well versed in generating data analysis and reporting.
  • Provide accurate and timely weekly, monthly MIS reports.
  • Hands-on on payroll activity will be considered as addition.
  • Ability to manage allocated tasks and perform them with little supervision.
  • will be responsible for analyzing data to ensure accuracy.
  • WFM Tools Competency i.e. Verint
  • Able to work on MS-Office –Excel, Word & PPTs.
  • Excellent verbal & written communication & presentation skills

Qualifications

Skills & Qualifications

  • 2+ years of experience in Workforce Management or contact center operations.
  • Proficiency in WFM tools (e.g., IEX, Verint, NICE Incontact, Avaya, CMS).
  • Advanced Excel skills (formulas, pivot tables, VBA macros preferred).
  • Strong analytical and decision-making skills.
  • Excellent communication and collaboration abilities.
  • Ability to multitask and work under pressure in a fast-paced environment.


  • , , Philippines Lemongrass Consulting Full time

    Job Details: Associate Process Excellence Lead Full details of the job. Vacancy Name: Associate Process Excellence Lead Vacancy No: VN1090 Business Unit: Corporate Job Location: Philippines Employment Type: Full Time Job Details and Responsibilities Overview: Lemongrass Consulting is seeking a meticulous and proactive Process Excellence Specialist to...

  • Lead Associate

    4 days ago


    Philippines WNS Global Services, Inc. Full time ₱600,000 - ₱1,200,000 per year

    Company DescriptionWNS (Holdings) Limited (NYSE: WNS), is a leading Business Process Management (BPM) company. We combine our deep industry knowledge with technology and analytics expertise to co-create innovative, digital-led transformational solutions with clients across 10 industries. We enable businesses in Travel, Insurance, Banking and Financial...

  • Lead Associate

    4 days ago


    Philippines WNS Global Services, Inc. Full time $40,000 - $60,000 per year

    Company DescriptionWNS (Holdings) Limited (NYSE: WNS), is a leading Business Process Management (BPM) company. We combine our deep industry knowledge with technology and analytics expertise to co-create innovative, digital-led transformational solutions with clients across 10 industries. We enable businesses in Travel, Insurance, Banking and Financial...


  • Philippines PSSLAI Full time ₱1,500,000 - ₱2,500,000 per year

    Be part of the fastest-growing savings and loan association and work alongside talented, success-driven individuals. At PSSLAI, we empower you with opportunities for growth, innovation, and continuous learning while offering competitive compensation and comprehensive benefits.If you're ready to serve those who serve and protect, join us today and make a...


  • , Metro Manila, Philippines QBE Insurance Full time

    Overview Join to apply for the Application Delivery Associate Lead role at QBE Insurance . Time Type: Full timeWorker Type: Employee The purpose of this role is to drive efficient and effective application development initiatives, ensuring alignment with business technical needs and adherence to service level agreements through continuous improvement...

  • Marketing Associate

    21 hours ago


    , Bulacan, Philippines Buscojobs Full time

    Marketing Associate – Marilao, Bulacan Salary: ₱ Employer: Nissan Caloocan (Autospeedygo Marilao Dealerships) Posted: Today Job Description Job Summary: Autospeedygo Marilao Dealerships is seeking a results-driven and creative Digital Marketing Associate to support online marketing initiatives that drive traffic, generate leads, and improve brand...


  • , , Philippines Web.com Group, Inc Full time

    Product Support Associate page is loadedProduct Support Associate Apply locations Cebu, Philippines posted on Posted 30+ Days Ago job requisition id R11639Who we are. Newfold Digital is a leading web technology company serving millions of customers globally. Our customers know us through our robust portfolio of brands. We have some of the industry's most...

  • Legal, Associate

    20 hours ago


    , , Philippines Echo Base Global Full time

    Overview We are seeking a Legal Associate to lead and manage core legal functions across a dynamic, high-growth organization operating at the forefront of the crypto and digital asset space. This role requires exceptional precision, organizational discipline, and the ability to operate across a broad range of legal matters with minimal oversight. The ideal...

  • Marketing Associate

    2 weeks ago


    , Metro Manila, Philippines GRIT Full time

    Overview Senior Talent Advocate at Grit Search/ Freshlybaked. Join a fast-growing player in the transportation and digital payments industry that’s transforming how people move and pay across cities. We’re looking for a Marketing Associate to help drive digital growth, lead generation, and online campaigns in the Philippines. What You’ll Do Run lead...

  • Marketing Associate

    1 week ago


    , Metro Manila, Philippines GRIT Full time

    We’re Hiring: Marketing Associate – Lead Generation & Digital Projects Location : Metro, Manila Join a fast-growing player in the transportation and digital payments industry that’s transforming how people move and pay across cities. We’re looking for a Marketing Associate to help drive digital growth, lead generation, and online campaigns in...