Senior Workforce Management Lead: Forecasting & Analytics

SmartRecruiters, Inc.; Manila; On-site; PHP 500,000 - 800,000; Full time

Benefits offered by this job

Structured career path

Free HMO from Day 1 (self & dependent)

Career progression opportunities

Safe work environment

Skills training opportunities

Paid leaves

Job summary

WNS, part of Capgemini, is seeking a Workforce Management Senior/Lead Associate to oversee end-to-end WFM/MIS functions, including forecasting, capacity planning, scheduling, and real-time management.

You will monitor staffing levels and KPIs, generate insightful reports, and collaborate with Operations to optimize processes. The role emphasizes coaching and professional development within a growing team.

Qualifications

• 2+ years in BPO
• 1+ year in real-time/queue monitoring or analytics
• Strong understanding of telephony systems and call center tech
• Experience with data analytics and reporting tools
• Familiarity with schedule generation and shift bid processes
• CMS guidelines / TAT exposure
• Proficient in MS Word/Excel/PowerPoint

Responsibilities

• Manage end-to-end WFM/MIS functions including forecasting, capacity planning, scheduling, and real-time management.
• Monitor staffing, service levels, and operational performance to support business requirements.
• Generate regular and ad-hoc reports, dashboards, and performance insights.
• Identify risks and performance gaps, perform root cause analysis, and recommend solutions.
• Partner with Operations and stakeholders to optimize staffing, processes, and KPIs.
• Support team development through coaching, training, and effective communication.

Skills

Forecasting

Capacity planning

Scheduling

Real-time management

Reporting & analytics

Coaching & mentoring

Data analysis

Tools

Cisco Webex

Microsoft Word

Microsoft Excel

PowerPoint

Job description

WNS, part of Capgemini, is seeking a Workforce Management Senior/Lead Associate to oversee end-to-end WFM/MIS functions, including forecasting, capacity planning, scheduling, and real-time management.

You will monitor staffing levels and KPIs, generate insightful reports, and collaborate with Operations to optimize processes. The role emphasizes coaching and professional development within a growing team.