job description
Are you a seasoned Workforce Management professional looking to take the next step in your career with a global leader? WNS is seeking an experienced WFM Team Lead to join our high-performing Insurance operations team in Alabang. In this pivotal role, you will act as the bridge between strategic scheduling and operational excellence, ensuring our insurance account maintains peak efficiency while delivering superior service levels.
You will lead a dynamic team responsible for forecasting, real-time management, and capacity planning. The ideal candidate thrives in a fast-paced environment and possesses a sharp eye for data accuracy and process optimization. If you are passionate about driving performance through precision and insightful analysis, we want to hear from you.
Responsibility
- Manage the daily WFM operations for insurance accounts, overseeing forecasting, scheduling, and real-time interval management.
- Conduct regular reviews and audits of scheduling processes to ensure maximum staff utilization and service level attainment.
- Mentor and develop WFM analysts, providing guidance on industry best practices and technical tool proficiency.
- Maintain high standards of data accuracy and reporting integrity to support management decision-making.
- Collaborate with operations leaders to identify staffing gaps and implement proactive mitigation strategies.
- Ensure full compliance with company policies, client requirements, and regulatory standards within the insurance sector.
- Analyze performance trends and deliver actionable insights to improve KPIs such as AHT, occupancy, and shrinkage.
Qualifications
- Bachelor’s degree in Business, Statistics, Mathematics, or a related field.
- Minimum of 3-5 years of experience in Workforce Management within a BPO/Call Center environment, specifically supporting insurance accounts.
- Advanced proficiency in WFM software (e.g., NICE, IEX, Aspect) and Microsoft Excel (VBA/Macros preferred).
- Strong analytical and problem-solving skills with the ability to interpret complex data sets.
- Excellent leadership abilities with prior experience in managing small to mid-sized teams.
- Exceptional verbal and written communication skills for cross-departmental collaboration.
- Ability to work flexible shifts to support international business hours as required.