Group Manager

4 days ago

Iloilo City, Western Visayas, Philippines WNS Global Services, Inc. Full time ₱1,500,000 - ₱2,500,000 per year

Job Description:

Strategic Leadership & Planning Develop and execute workforce strategies to support business growth and client requirements. Lead capacity planning, headcount forecasting, and long-term staffing models. Collaborate with senior stakeholders to align WFM goals with operational and financial targets. Team Management and mentor a team of WFM professionals across real-time, scheduling, and forecasting functions. Drive performance management, career development, and succession planning within the WFM team. Foster a culture of continuous improvement and innovation. Operational Excellence. Oversee intraday management and ensure service level agreements (SLAs) are consistently met. Monitor and analyze performance metrics, identifying trends and recommending corrective actions. Ensure timely and accurate delivery of reports and insights to stakeholders. Client & Stakeholder Engagement Serve as the WFM point of contact for client interactions, business reviews, and escalations. Present workforce strategies, performance updates, and recommendations to internal and external stakeholders. Build strong relationships with operations, HR, finance, and IT teams. Technology & Process Optimization Champion the use of WFM tools and technologies (e.g., NICE IEX, Verint, Genesys). Lead automation and process improvement initiatives to enhance efficiency and accuracy. Ensure compliance with data governance and security protocols.

Qualifications:

Education: Bachelor's degree in Business, Statistics, Operations Management, or related field (Master's degree is a plus).

Experience: Minimum of 7–10 years of experience in Workforce Management in a BPO or contact center environment. At least 3 years in a leadership role managing multi-site or multi-account WFM operations.

Technical Skills: Advanced proficiency in WFM platforms and reporting tools. Strong analytical skills with expertise in Excel, Power BI, or Tableau. Familiarity with ACD systems and data integration.

Leadership Skills: Proven ability to lead cross-functional teams and drive strategic initiatives. Excellent communication, presentation, and stakeholder management skills. Strong decision-making and problem-solving capabilities.

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