Assistant Manager

WNS Holdings; Bengaluru; On-site; INR 1,800,000 - 2,400,000; Full time

Job summary

WNS Holdings in Bangalore is seeking an experienced Assistant Manager – Workforce Management (WFM) to optimize capacity and schedules in a multi-channel contact center. The role emphasizes intraday management, real-time adherence, and SLA achievement.

You will lead WFM activities, develop short-term forecasts, and collaborate with operations to ensure optimal resource utilization and performance against targets.

Qualifications

• Extensive experience in Workforce Management in contact center/BPO.
• Strong knowledge of Erlang C and its staffing applications.
• Proficient in Capacity Planning, Forecasting and Scheduling.
• Hands-on with Short-Term and Intraday Forecasting.
• Experience across Inbound, Outbound and Non-Voice processes.
• Exposure to Multi-Channel / Omni-Channel WFM environments.
• Knowledge of RTA, Schedule Adherence, Utilization and Service Levels.
• Experience with WFM platforms like Verint, Presence, Cisco.
• Analytical mindset with strong problem-solving skills.
• People management and stakeholder communication.

Responsibilities

• Drive WFM activities including Capacity Planning, Forecasting, Scheduling and Real-Time Management.
• Develop short-term and intraday forecasts based on historical data and volumes.
• Build and optimize schedules using WFM tools and Erlang C calculators.
• Perform Capacity Planning across channels in multi-channel environments.
• Analyze staffing, shrinkage, utilization and service levels.
• Conduct Intraday Forecasting and DOW adjustments to optimize staffing.
• Monitor real-time performance and provide actionable recommendations.
• Manage Real-Time Adherence and improve schedule adherence.
• Support Real-Time teams to meet SLA targets.
• Identify routing anomalies and outages via real-time monitoring.
• Study trends to identify staffing and scheduling opportunities.
• Maintain and oversee WFM scheduling systems and data accuracy.
• Escalate interruptions to stakeholders and lead WFM team members.

Skills

Workforce Management

Erlang C

Forecasting

Scheduling

Capacity Planning

Real-Time Adherence

Intraday Management

Multi-Channel

Stakeholder Management

People Management

Education

Any Graduate

Tools

Verint

Presence

Cisco

Job description

Assistant Manager Workforce Management (WFM)

https://smrtr.io/BMjNd

Location: Whitefield, Bangalore

Employment Type: Full-time

Experience: 6-10 Years

Qualification: Any Graduate

Joining: Immediate Joiners Preferred

Relocation: Candidates open to relocating to Bangalore are encouraged to apply

About the Role

We are looking for an experienced Assistant Manager – Workforce Management (WFM) to join our team in Bangalore. The ideal candidate will have strong expertise in Capacity Planning, Forecasting, Scheduling, Erlang C, Intraday Management and Real-Time Adherence (RTA) within a contact center / BPO environment.

You will be responsible for optimizing workforce capacity, building effective schedules, supporting real-time operations and ensuring resources are aligned with business requirements and service-level objectives.

Key Responsibilities

• Drive Workforce Management (WFM) activities including Capacity Planning, Forecasting, Scheduling and Real-Time Management.
• Develop short-term and intraday forecasts based on historical trends, actual volumes, business changes and operational requirements.
• Build and optimize schedules using WFM tools and Erlang C calculators.
• Perform Capacity Planning across inbound, outbound and non-voice channels in multi-channel / omni-channel environments.
• Analyze staffing requirements, shrinkage, utilization, occupancy and service-level requirements.
• Conduct Intraday Forecasting and Day-of-Week (DOW) adjustments to optimize staffing.
• Monitor real-time performance and provide actionable recommendations to operations teams.
• Manage RTA (Real-Time Adherence) and identify opportunities to improve schedule adherence and resource utilization.
• Support Real-Time teams in managing and achieving SLA / Service Level targets.
• Identify call-routing anomalies, volume interruptions and system outages through real-time monitoring applications.
• Study historical trends and operational effectiveness to identify staffing and scheduling opportunities.
• Optimize existing schedules based on actual business trends and changing demand patterns.
• Manage large-scale scheduling requirements using WFM platforms and Erlang C methodologies.
• Maintain and oversee WFM scheduling systems and ensure accurate workforce data.
• Escalate contact center interruptions and business-impacting incidents to relevant stakeholders.
• Lead, coach and manage WFM team members while ensuring performance and discipline.

Required Skills & Expertise

• Strong knowledge of Workforce Management (WFM) principles and methodologies.
• Expert understanding of Erlang C and its application in contact center staffing.
• Strong experience in Capacity Planning, Forecasting and Scheduling.
• Hands-on experience with Short-Term Forecasting and Intraday Forecasting.
• Experience managing Inbound, Outbound and Non-Voice processes.
• Exposure to Multi-Channel / Omni-Channel Workforce Management.
• Strong understanding of RTA, Schedule Adherence, Utilization, Occupancy and Service Levels.
• Experience with WFM platforms such as Verint, Presence, Cisco or similar tools.
• Strong analytical and problem-solving skills.
• Power BI knowledge will be an added advantage.
• Exposure to MS Project / Project Management or Requirements Management tools is desirable.
• Strong stakeholder management and communication skills.
• Prior experience in People Management is preferred.

Experience

• 6-9 years of overall relevant experience in Workforce Management.
• Strong specialization in Forecasting / Scheduling / Capacity Planning.
• At least 2 years of experience managing WFM teams / people or equivalent leadership experience.