Group Manager - WFM at WNS Global Services

Milnerton, Western Cape, South Africa -

Full Time

Start Date

Immediate

Expiry Date

19 Aug, 26

Salary

0.0

Posted On

21 May, 26

Experience

10 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Forecasting, Demand Planning, Capacity Planning, Budget Management, Scheduling Optimization, Real-Time Operations Management, Stakeholder Management, Performance Analytics, Team Leadership, Process Transformation, Governance, Risk Management, BPO Operations, Contact Center Management, COPC, Six Sigma

Industry

Business Consulting and Services

Description

Company Description WNS, part of Capgemini, is an Agentic AI-powered leader in intelligent operations and transformation, serving more than 700 clients across 10 industries, including Banking and Financial Services, Healthcare, Insurance, Shipping and Logistics, and Travel and Hospitality. We bring together deep domain excellence - WNS’ core differentiator - with AI-powered platforms and analytics to help businesses innovate, scale, adapt and build resilience in a world defined by disruption.Our purpose is clear: to enable lasting business value by designing intelligent, human-led solutions that deliver sustainable outcomes and a differentiated impact. With three global headquarters across four continents, operations in 13 countries, 65 delivery centers and more than 66,000 employees, WNS combines scale, expertise and execution to create meaningful, measurable impact. Job Description Key Responsibilities 1. Forecasting & Demand Planning Lead volume forecasting for inbound, outbound, back-office, and digital channels (chat/email/social) Incorporate client inputs, seasonality, promotions, and market trends into forecasts Own forecast accuracy at program and portfolio level Drive scenario planning for ramp-ups, transitions, and new business 2. Capacity Planning & Budget Management Develop FTE plans aligned with contractual SLAs, revenue targets, and productivity goals Manage headcount planning, hiring plans, and training pipelines Ensure alignment with financial budgets, margin targets, and cost optimization goals Work closely with Finance on billing, revenue leakage, and utilization 3. Scheduling Strategy & Optimization Oversee creation of efficient schedules considering shrinkage, occupancy, and coverage gaps Balance client SLAs vs employee experience (work-life balance, shift preferences) Manage multi-skill and multi-channel scheduling across programs Optimize break/lunch planning and shift rotations 4. Real-Time Operations Management (RTA Command Center) Lead intraday performance management across multiple queues/programs Drive real-time decisions on queue rebalancing, overtime, VTO, and cross-skilling utilization Act as escalation point for service level risks, outages, and volume spikes Ensure adherence to schedule compliance and shrinkage controls 5. Client & Stakeholder Management Act as the WFM SPOC for clients, participating in governance calls and business reviews Present WFM insights, risks, and action plans in Weekly/Monthly Business Reviews (WBR/MBR/QBR)Partner with Operations, Training, Quality, HR, and IT teams Build credibility as a trusted advisor on workforce strategy and optimization 6. Performance Analytics & Reporting Own and publish key WFM metrics:Service Level (SL), ASA, Abandon Rate Forecast Accuracy (MAPE), Schedule AdherenceOccupancy, Shrinkage, Utilization Drive root cause analysis for misses and continuous improvement 7. Team Leadership Lead a team of WFM Managers, Analysts, Schedulers, and RTAs Define clear KPIs, drive accountability, and improve team productivity Enable career growth through training, mentoring, and succession planning Build strong bench strength for scaling operations 8. Process Excellence & Transformation Drive WFM maturity improvement initiatives (centralization, standardization) Implement automation, AI-driven forecasting tools, and digital WFM solutions Lead transition support for new client migrations and process expansions Establish best practices aligned with COPC / Six Sigma / Lean methodologies 9. Governance, Compliance & Risk Management Ensure compliance with client SLAs, contractual obligations, and internal governance frameworks Manage audit readiness and process documentation Identify risks proactively and implement mitigation strategies Qualifications Bachelor’s degree (MBA or equivalent preferred) 10–15 years of experience in BPO/Contact Center WFM 5+ years in leadership role managing multiple programs/accounts Experience handling large-scale operations (500+ FTEs preferred) Exposure to global delivery models (US/UK/AU geographies) Additional Information US Rotational Night Shift

Responsibilities

Lead workforce management strategies including forecasting, capacity planning, and real-time operations across multiple channels. Manage a team of WFM professionals to ensure service level agreements are met while optimizing costs and employee experience.