Workforce Specialist

WNS • English • 3 months ago
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Location
In office (Quezon City)
Seniority
Middle
Employment
Full-Time
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WNS

WNS is a global business process management and digital transformation company that delivers technology-driven operations and consulting services. Originally founded as a captive operations unit for British Airways, the enterprise has expanded into a worldwide leader providing industry-specific solutions across analytics, finance, customer care, and procurement. Combining advanced data intelligence, AI, and domain expertise, the organization serves hundreds of enterprise clients across major sectors like banking, healthcare, retail, and travel.
wns.com • HQ: New York, United States • Information Technology • IT Outsourcing • Professional Services • Data & Analytics • 1-10 employees • Est. 1996

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.

Monitor live volumes and reallocate agents as needed.Ensure SLA, AHT, and occupancy targets are achieved.Provide intraday reports and escalate risks to leadership.Support VIP and irregular operations (IROPS) coverage.

  • Strong analytical skills and quick decision-making
  • Proficiency in workforce tools (Talkdesk, Salesforce, etc.)
  • Excellent communication and adaptability in high-volume travel environments
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