Assistant Manager - WFM

Wns; Bengaluru; On-site; INR 900,000 - 1,300,000; Full time

Job summary

WNS, part of Capgemini, seeks an experienced Workforce Management Specialist to design schedules from forecast data and actual trends. The role focuses on optimizing staffing, ensuring SLAs, and leveraging WFM tools across multi-channel contact centers.

Ideal candidates will have deep Erlang C knowledge, hands-on forecasting experience, and familiarity with Verint/Presence/Cisco, Power BI, and MS Project. Strong analytical skills and stakeholder collaboration are essential.

Qualifications

• Expert level understanding of Workforce management principles such as Erlang C.
• Extensive experience with short term forecasting and scheduling within the contact center environment in inbound, outbound and non-voice channels.
• Experience with Workforce management Tools: Verint, Presence, Cisco etc., Power BI knowledge; MS Project beneficial.
• Experience building schedules using WFM software and Erlang C calculators; sound knowledge of RTA management and scheduling effectiveness.
• Intraday forecasting and Dow adjustments of schedules; manage large scale scheduling based on WFM tools or Erlang C calculators; adjust to actual trends.
• Study historical trends, business changes and operational effectiveness.
• Identify call routing anomalies using real-time monitoring applications.
• Oversee and maintain the WFM platform from scheduling perspective; ensure reliability.
• Identify real-time call volume interruptions and escalate to business continuity leaders.

Responsibilities

• Create schedules based on forecast and actual trends.
• Improve efficiencies and enhance resource utilization.
• Support real-time teams to meet SLAs.
• Analyze historical trends and adjust staffing accordingly.
• Monitor WFM platform and maintain scheduling integrity.
• Address routing anomalies detected by real-time systems.
• Escalate interruptions to appropriate business continuity leads.
• Drive continuous improvements in intraday forecasting and dow adjustments.

Skills

Forecasting & scheduling

WFM expertise

Erlang C

Power BI

Verint / Presence / Cisco

MS Project

Education

Any Graduate

Tools

Verint

Presence

Cisco

Power BI

MS Project

Job 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

This WFM resource is responsible for Creating schedules based on forecast and actual trends.

Improve efficiencies and enhance utilization of resources.

Support Real time teams to manage and achieve the SLAs.

Process related experience:

• Expert level understanding of Workforce management principles such as Erlang C etc.
• Extensive experience with short term forecasting and scheduling within the contact center environment in Both inbound, Outbound and Non voice channels. Across Multi / Omni Channel environments.
• Experience with Workforce management Tools: Variety of Telephony platforms (Verint, Presence, Cisco etc.) Power BI knowledge, and requirements management tools or project management software such as MS Project will be added advantage
• Experience working with: Building Schedules using WFM software and Earlang C calculators Sound knowledge of RTA management and effectiveness of scheduling
• Experience in activities related to: Intraday forecasting and DOW adjustments of schedules. Manages large scale scheduling based on WFM tolls or Erlang C Calculators Manage and optimize existing schedules based on Actual trends
• Study Historical trends, business changes, Operational effectiveness
• Identify call routing anomalies using real time monitoring applications.
• Oversees and maintains the Workforce Management (WFM) Platform / System from Scheduling perspective
• Identifies real time call volume interruptions and system outages that impact contact center performance.
• Escalates contact center interruptions to appropriate business continuity leaders in a timely fashion.
• Performance & Discipline Management

Qualifications

Experience: 4-6 YearsAt least 6 years' workforce management with specialization in forecasting / scheduling experience, including people management experience 2 years' managing others and/or experience in Workforce Management.Educational Qualification: Any Graduate