Company Description

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 transparent: 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.

Job Description

Roles & Responsibilities:
This WFM resource is responsible for delivering accurate, timely, and actionable insights. This role is responsible for building, maintaining,



and automating reports and dashboards across operations and WFM, enabling data-driven decisions that improve service levels, productivity, and customer experience while reducing manual effort.
· Develop, maintain, and automate daily, weekly, and monthly performance reports (SLA, AHT, volume, occupancy, shrinkage)
· Extract, validate, and analyze data from systems (Genesys, CRM, WFM tools)
· Build and automate dashboards and reporting solutions using Excel, SQL, and BI tools (Power BI/Tableau)
· Drive automation of repetitive reporting tasks using tools like VBA, SQL, Power Query, or scripting
· Ensure data accuracy and consistency across all reporting outputs
· Provide insightful analysis on trends, drivers, and performance gaps
· Support WFM and Operations with ad-hoc analysis and automated data solutions
· Identify opportunities for process improvement and reporting efficiency through automation
· Maintain document

📌 Lead associate WFM (Gurugram)
🏢 Wns Global Services
📍 Gurugram