Assistant Manager

2 days ago

Philippines WNS Global Services, Inc. Full time $40,000 - $80,000 per year

Company Description

WNS (Holdings) Limited (NYSE: WNS), is a leading Business Process Management (BPM) company. We combine our deep industry knowledge with technology and analytics expertise to co-create innovative, digital-led transformational solutions with clients across 10 industries. We enable businesses in Travel, Insurance, Banking and Financial Services, Manufacturing, Retail and Consumer Packaged

Goods, Shipping and Logistics, Healthcare, and Utilities to re-imagine their digital future and transform their outcomes with operational excellence. We deliver an entire spectrum of BPM services in finance and accounting, procurement, customer interaction services and human resources leveraging collaborative models that are tailored to address the unique business challenges of each client. We co-create and execute the future vision of 400+ clients with the help of our 44,000+ employees.

Job Description

Job Summary We are looking for a highly skilled and analytical Assistant Manager – WFM to lead our Workforce Management and MIS functions. This role is critical in driving operational excellence, ensuring service level adherence, and delivering actionable insights through advanced reporting, Capacity planning, FTE sizing and forecasting. The ideal candidate will have strong technical expertise and leadership capabilities to manage a high-performing WFM team in a back-office environment.

Key Responsibilities: Workforce Management & MIS

  • Manage end-to-end WFM & MIS processes: Forecasting, Capacity Planning, FTE sizing, Scheduling, Real-Time Management, and Reporting
  • Drive performance to meet service level metrics and ensure SLA monitoring and reporting
  • Deliver timely, accurate reports and business insights to stakeholders
  • Ensure alignment with WFM & MIS frameworks and continuous calibration.

Team Leadership

  • Lead and mentor the WFM team, ensuring accountability and performance tracking
  • Foster a culture of continuous improvement and data-driven decision-making.

Strategic Planning & Analytics

  • Oversee capacity planning for assigned accounts to optimize resource utilization
  • Develop and maintain mathematical models for forecasting and staffing
  • Automate reporting processes to reduce manual tasks and improve efficiency.

Technical Expertise

  • Excel: Advanced proficiency including pivot tables, formulas, macros, and automation
  • Power BI: Strong experience in dashboard development and data visualization
  • MS Access: Knowledge of database creation, management, and reporting (added advantage)

Qualifications

Graduate

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