Group Manager - WFM - Forecasting

WNS; Pune District; On-site; INR 1,500,000 - 2,100,000; Full time

Job summary

WNS (Holdings) Limited, a leading BPM company, seeks a WFM Volume Forecaster at Group Manager level to lead a team of analysts in forecasting contact center volumes and supporting staffing decisions.

The role involves collaborating with Operations, Finance, and other stakeholders, implementing forecasting models, monitoring forecast accuracy, and driving continuous improvement using Verint, Aspect, and NICE. You will mentor analysts and drive performance excellence.

Qualifications

• Bachelor's degree in Statistics, Mathematics, Operations Research, or related field.
• Master's degree preferred.
• 5+ years of experience in workforce management, with a focus on volume forecasting in a contact center environment.
• Strong analytical skills and proficiency in statistical modeling techniques.
• Previous experience leading a team of analysts or WFM professionals.
• Excellent communication and interpersonal skills, with the ability to interact effectively with cross-functional teams and senior leadership.
• Proficiency in WFM software (e.g., Verint, Aspect, NICE) and advanced proficiency in Microsoft Excel.
• Ability to thrive in a fast-paced, dynamic environment and adapt quickly to changing business needs.

Responsibilities

• Forecasting and Analysis: Develop and maintain accurate volume forecasts for multiple contact channels, considering historical data, seasonality, and business trends.
• Monitor and analyze actual contact volumes against forecasts, identifying variances and implementing corrective actions as needed.
• Utilize forecasting software and statistical techniques to enhance accuracy and efficiency.
• Lead a team of WFM analysts, providing guidance, coaching, and performance feedback.
• Foster a collaborative and innovative team environment, encouraging knowledge sharing and skill development.
• Set clear goals and objectives for the team, aligning with organizational targets and priorities.
• Stakeholder Collaboration: Partner with Operations, Finance, and other key stakeholders to understand business objectives and drivers impacting volume forecasts.
• Communicate forecast results, insights, and recommendations effectively to stakeholders at all levels, including senior leadership.
• Continuous Improvement: Identify opportunities to enhance forecasting methodologies, processes, and tools, driving efficiency and accuracy improvements.
• Lead initiatives to streamline data collection, analysis, and reporting processes, leveraging automation and technology where applicable.
• Performance Management: Monitor key performance metrics related to volume forecasting, such as forecast accuracy, adherence to service level targets, and resource utilization.
• Take proactive measures to address performance gaps and drive continuous improvement.

Skills

Forecasting

Leadership

Excel

Statistical modeling

Communication

Cross-functional collaboration

Education

Bachelor's degree in Statistics

Master's degree preferred

Tools

Verint

Aspect

NICE

Job 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 Title: WFM Volume Forecaster (Role Band B1 - Group Manager Level) Position

Summary:As a WFM Volume Forecaster at the Group Manager level (Role Band B1), you will be responsible for leading a team of analysts to forecast and analyze contact center volume trends, ensuring accurate predictions to support staffing decisions. You will collaborate closely with various stakeholders to understand business needs, implement forecasting models, and drive continuous improvement initiatives.

Key Responsibilities:

Forecasting and Analysis:

• Develop and maintain accurate volume forecasts for multiple contact channels, considering historical data, seasonality, and business trends.
• Monitor and analyze actual contact volumes against forecasts, identifying variances and implementing corrective actions as needed.
• Utilize forecasting software and statistical techniques to enhance accuracy and efficiency.
• Lead a team of WFM analysts, providing guidance, coaching, and performance feedback.
• Foster a collaborative and innovative team environment, encouraging knowledge sharing and skill development.
• Set clear goals and objectives for the team, aligning with organizational targets and priorities.

Stakeholder Collaboration:

• Partner with Operations, Finance, and other key stakeholders to understand business objectives and drivers impacting volume forecasts.
• Communicate forecast results, insights, and recommendations effectively to stakeholders at all levels, including senior leadership.
• Continuous Improvement: Identify opportunities to enhance forecasting methodologies, processes, and tools, driving efficiency and accuracy improvements.
• Lead initiatives to streamline data collection, analysis, and reporting processes, leveraging automation and technology where applicable.
• Performance Management: Monitor key performance metrics related to volume forecasting, such as forecast accuracy, adherence to service level targets, and resource utilization.
• Take proactive measures to address performance gaps and drive continuous improvement.

Qualifications:

• Bachelor's degree in Statistics, Mathematics, Operations Research, or related field.
• Master's degree preferred.
• 5+ years of experience in workforce management, with a focus on volume forecasting in a contact center environment.
• Strong analytical skills and proficiency in statistical modeling techniques.
• Previous experience leading a team of analysts or WFM professionals.
• Excellent communication and interpersonal skills, with the ability to interact effectively with cross-functional teams and senior leadership.
• Proficiency in WFM software (e.g., Verint, Aspect, NICE) and advanced proficiency in Microsoft Excel.
• Ability to thrive in a fast-paced, dynamic environment and adapt quickly to changing business needs.