Workforce Manager (Dayshift)

Posted 25d ago

Job Description:

Will be responsible for overseeing and managing the day-to-day operations of the WFM team, ensuring the efficient utilization of resources, and maintaining optimal staffing levels to meet service level objectives. In addition, will work closely with the WFM Manager to develop and implement workforce planning strategies, analyze performance metrics, and drive continuous improvement initiatives. The role will involve supervising a team of analysts, schedulers, and real-time monitors to ensure adherence to best practices, compliance with policies, and achievement of operational goals.

 

Key Responsibilities:

  • Supervise a team of WFM analysts, schedulers, and real-time monitors, providing guidance, coaching, and performance feedback to ensure the achievement of departmental goals.
  • Oversee the forecasting process by analyzing historical data, call volume trends, and other relevant metrics to accurately predict future workload demands.
  • Analyze workforce performance metrics, identify trends, and develop actionable insights to drive performance improvement initiatives.
  • Develop and maintain reporting dashboards, KPIs, and performance metrics to track workforce productivity, efficiency, and service quality.
  • Collaborate with HR and training departments to identify opportunities for workforce development, skill enhancement, and performance improvement initiatives.
  • Serve as a point of contact for escalations, operational issues, and inquiries related to workforce management, providing timely resolution and communication to stakeholders

 

Qualifications:

  • College Diploma or Bachelor’s degree in Business, Finance, Management, Mathematics, Statistics, Computer Science or a related field.
  • Amenable to work onsite in Alabang
  • Amenable to work AU/NZ shift timings
  • Must have a combined 4 to 8  years hands on experience Workforce Management, MIS/Data Science, Scheduling and Forecasting experience 
  • With at least 5 years of managing group/s of Workforce Analysts and/or Leaders providing end to end services to multiple campaigns, or combined agent
  • High level proficiency in Excel
  • Knowledge of WFM tools like CMS, Verint, IEX, PowerBI, Tableau, Medalia, etc.,
  • General business acumen, including reporting and analysis, presentation skills, and organizational abilities.

Employer questions

Your application will include the following questions:
  • Which of the following types of qualifications do you have?
  • What's your expected monthly basic salary?
  • How many years' experience do you have as a Workforce Manager?

Company profile

Company Logo for WNS
Information & Communication TechnologyMore than 10,000 employees

About WNS:

WNS Philippines - Established in 2008, WNS Philippines has been delivering the full spectrum of BPM services – in customer interaction services, finance and accounting, research and analytics, technology solutions and industry-specific businesses for more than 10 years. With more than 8,000 employees spread across 11 sites located in 4 key cities, Quezon City, Pasig City, Muntinlupa City, and Iloilo City – WNS is one of the fastest growing centers in the country.

Our mission as an organization is guided by our CIRCLE of values: Client First, Integrity, Respect, Collaboration, Learning, Excellence.

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 44,000+ Professionals serve across 60 delivery centers in 16 countries worldwide.

Perks and benefits
Medical
Miscellaneous allowance
Education support
Dental
Parking
Vision

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