Posted 3 months ago
Workforce Specialist
AI Summary
A Workforce Specialist monitors live volumes and reallocates agents to meet SLA, AHT, and occupancy targets, provides intraday reports, escalates risks, and supports VIP and irregular operations coverage.
About this role
Workforce Specialist
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.
Qualifications
- Strong analytical skills and quick decision-making
- Proficiency in workforce tools (Talkdesk, Salesforce, etc.)
- Excellent communication and adaptability in high-volume travel environments
Skills
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