Group Manager - WFM

WNS Global Services Inc. (NYSE: WNS) is a global Business Process Management (BPM) leader. WNS offers business value to 400+ global clients by combining operational excellence with deep domain expertise in key industry verticals, including Banking and Financial Services, Consulting and Professional Services, Healthcare, Insurance, Manufacturing, Retail and Consumer Packaged Goods, Shipping and Logistics, Telecommunications, Travel and Utilities. Globally, the group’s over 41,000+ Professionals serve across 60 delivery centers in 16 countries worldwide, including China, Costa Rica, India, the Philippines, Poland, Romania, South Africa, Sri Lanka, UK and US.

WNS South Africa has been in operation since 2003 and built a reputation as the industry leader for Business Process Outsourcing (BPO) in South Africa, with a growing footprint into Africa. We are a strategic partner for delivering a full range of basic to complex processes from our eight delivery centers across South Africa, employing 4000+ people.

Why join us?

We promise our employees to experience role clarity, coaching and mentoring, professional development and structured career path through our 5 people promises and keeping employee experience at the core. Experience the culture of outperformance, engagement, celebration and also contribute to society through our WNS Cares Foundation, where you have the opportunity to support meaningful initiatives and make an impact in the community.

The purpose of this position is to assume responsibility for the forecasting, planning and resourcing function within our campaigns, as well as the management of a team of Planners, Schedulers and Real Time Administrators (RTA).  The purpose of this role is to optimize the manner in which our workforce is utilized in order to drive efficiency and reduce resource costs.

This role will also be required to provide input as well as advice into all RFP, RFI and Solution Presentations for future clients At least 5 years’ workforce management / scheduling experience, including people management experience

2 years’ managing others and/or experience in Workforce Management. Expert level understanding of Workforce management principles such as Erlang C etc.

Extensive experience with planning, scheduling and forecasting within the contact center environment

Both inbound and outbound

Across Multi / Omni Channel environments

Comfortable and quick working in PPT, MS-Excel

Experience with Workforce management Tools:

Workforce management software

requirements management tools or project management software such as MS Project

Experience working with:

FTE based workforce models

Outcomes based workforce models

Variety of Telephony platforms (Avaya, Presence, Cisco etc.)

Variety of Workforce Management tools (Totalview, Blue Pumpkin, Aspect etc.)

Experience in activities related to:

Workforce Optimization

Cost to Serve reduction

Workforce modelling and solutioning

Forecasts call volume demand and other contact demand volume and manages scheduling of sufficiently skilled staff based on historical and anticipated volume across all clients both short-term, medium-term and long-term.

Moderates use of Paid Time Off, leaves of absence and communicates serves as liaison to Staff Accountant/HR Assistant regarding appropriate communication of agent use.

Monitors real time contact volume both call and email/chat support and associated service levels and staffing requirements.

Trends real time call arrival patterns and adjusts staffing accordingly.

Identify call routing anomalies using real time monitoring applications.

Oversees and maintains the Workforce Management (WFM) Platform / System

Identifies real time call volume interruptions and system outages that impact contact center performance.

Escalates contact center interruptions to appropriate business continuity leaders in a timely fashion.

Conducts forecasting, creates staffing schedules, and monitors real time for schedule adherence Reporting:

Compiles monthly reports the daily/monthly call center statistics.

Report on workforce management plan

Identifies risks and reports finding to various stakeholders

People Management

Matric / Grade 12 or international equivalent Call Centre Maths Industry relevant training courses, including WFM processes, terminology and tools 

3 Years in a leadership role within WFM

3-5+ years of experience performing RPM functions (capacity planning, forecasting, scheduling, real-time management) in a multi-site contact center environment preferred

Strong experience with Workforce Management software (eWFM, IEX, Verint, etc.) that includes forecasting, scheduling, real-time adherence functionality More than 2 years’ experience working within the BPO sector

More than 3 years’ experience working in a management role