Workforce Manager

17 hours ago

Quezon City, National Capital Region, Philippines WNS Global Services, Inc. Full time $900,000 - $1,200,000 per year

Job Description:

This role is responsible for overseeing forecasting, scheduling, real-time monitoring, and reporting functions. The Deputy Manager collaborates closely with operations, client services, and other support teams to deliver on service level agreements (SLAs) and drive performance improvements.

Strategic Planning & Forecasting

· Develop and maintain accurate short-term and long-term forecasts using historical data and business insights.

· Collaborate with finance and operations to align workforce plans with budget and growth targets.

· Identify trends and provide actionable insights to improve forecast accuracy.

Scheduling & Capacity Planning

· Oversee schedule creation and optimization to meet service level goals while balancing employee preferences and labor laws.

· Manage shrinkage assumptions and ensure adequate staffing coverage across all shifts and channels.

· Support new business ramp-ups and transitions with workforce planning expertise.

Real-Time Management

· Lead intraday monitoring and adjustments to ensure adherence to schedules and SLAs.

· Coordinate with operations to manage call volume fluctuations, absenteeism, and other real-time impacts.

· Escalate and resolve service-impacting issues promptly.

Reporting & Analytics

· Deliver regular and ad-hoc reports on performance metrics, staffing efficiency, and forecast accuracy.

· Provide insights and recommendations to senior leadership based on data analysis.

· Ensure data integrity and consistency across WFM tools and platforms.

Qualifications:

  • Bachelor's degree in Business, Statistics, or a related field (preferred)
  • 5+ years of experience in Workforce Management, with at least 2 years in a leadership role.
  • Proficiency in WFM tools (e.g., NICE IEX, Verint, Aspect, Genesys)
  • Strong analytical and problem-solving skills.
  • Excellent communication and stakeholder management abilities.
  • Experience in a fast-paced, multi-client contact center environment is a plus.
  • Amenable to work onsite in Bridgetowne, Quezon City

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