Deskripsi Pekerjaan
Join WNS as a WFM Team Lead for our Insurance division and drive operational excellence through strategic workforce planning. In this critical leadership role, you'll oversee scheduling processes, ensure data integrity, and maintain compliance with regulatory requirements. You'll lead a high-performing team to optimize resource allocation, enhance service delivery, and achieve key performance indicators. This position offers the opportunity to shape workforce strategies in a dynamic insurance environment while mentoring talent and implementing continuous improvement initiatives. If you're passionate about workforce optimization and have experience in the insurance sector, we invite you to contribute to our mission of delivering exceptional operational efficiency.
Tanggung Jawab
- Lead and mentor the WFM team to ensure optimal scheduling and resource allocation
- Conduct regular audits of scheduling processes, data accuracy, and compliance adherence
- Develop and implement workforce management strategies aligned with business objectives
- Analyze performance metrics to forecast staffing needs and adjust schedules proactively
- Collaborate with department heads to align workforce plans with service level agreements
- Monitor and report on key WFM KPIs including adherence, occupancy, and shrinkage
- Ensure compliance with company policies, labor laws, and regulatory requirements
Kualifikasi
- Bachelor's degree in Business Administration, Management, or related field
- Minimum 3 years of WFM experience with 1+ years in team leadership role
- Proven expertise in workforce planning, scheduling, and compliance management
- Strong analytical skills with ability to interpret complex data and metrics
- Experience with WFM software (e.g., IEX, Verint, NICE) and reporting tools
- Excellent communication skills with ability to train and develop team members
- Knowledge of insurance industry processes and regulatory requirements
- Ability to thrive in fast-paced, deadline-driven environment