Lead, Workforce Management & Analytics

WNS Global Services, Inc.; Quezon City; On-site; PHP 600,000 - 900,000; Full time

Job summary

WNS Global Services, Inc. in the Philippines seeks an experienced Workforce Management Lead to develop schedules, monitor intraday performance, and align headcount forecasting with business needs. You will mentor analysts, analyze metrics, and drive WFM tool implementations to optimize operations.

The role requires 3–5 years in WFM within BPO, strong analytical skills, advanced Excel, and knowledge of tools like NICE IEX, Verint, and Genesys. Leadership experience is essential for success.

Qualifications

• Bachelor’s degree in Business Administration, Statistics, or related field (preferred).
• Minimum 3–5 years of experience in Workforce Management in a contact center or BPO environment
• At least 1 year of experience in a supervisory or leadership role
• Proficiency in WFM platforms (e.g., NICE IEX, Verint, Genesys, Aspect)
• Strong analytical and problem-solving skills
• Advanced Excel skills; experience with data visualization tools is a plus
• Preferred: Experience with multi-site or global workforce operations
• Knowledge of Six Sigma or Lean methodologies
• Experienced in end-to-end Workforce processes
• Other skills such as Power BI, Power Query, and Visual Basic is a plus

Responsibilities

• Assist in developing and maintaining accurate schedules based on historical data, trends, and business requirements
• Monitor intraday performance and provide capacity planning
• Collaborate to align forecasting of headcount plans with business needs
• Lead and mentor a team of workforce analysts and real-time coordinators
• Analyze performance metrics and generate reports for senior leadership
• Support implementation of WFM tools and process improvements
• Participate in business reviews and provide workforce-related recommendations
• Create Workforce related reports and data analysis

Skills

Strong analytical and problem-solving

Advanced Excel

Data visualization

Education

Bachelor’s degree in Business Administration, Statistics, or related field

Tools

NICE IEX

Verint

Genesys

Aspect

Power BI

Power Query

Visual Basic

Job description

WNS Global Services, Inc. in the Philippines seeks an experienced Workforce Management Lead to develop schedules, monitor intraday performance, and align headcount forecasting with business needs. You will mentor analysts, analyze metrics, and drive WFM tool implementations to optimize operations.

The role requires 3–5 years in WFM within BPO, strong analytical skills, advanced Excel, and knowledge of tools like NICE IEX, Verint, and Genesys. Leadership experience is essential for success.