Senior Workforce Management Lead - Forecasting and Scheduling

WNS; Metro Manila; On-site; PHP 600,000 - 850,000; Full time

Benefits offered by this job

Free HMO coverage from day 1

Career growth opportunities

Safe work environment

Paid leaves

Skills training opportunities

Job summary

WNS, part of Capgemini, is seeking an experienced WFM/MIS professional to manage forecasting, capacity planning, scheduling, and real-time management within our Manila operations. You will monitor staffing, service levels and performance, delivering insights through reports and dashboards.

You will collaborate with Operations to optimize staffing and KPIs, and coach teams to sustain high performance while upholding process excellence and CMS guidelines.

Qualifications

• 2+ years BPO experience and 1 year RTA experience.
• Strong understanding of telephony systems and call center tech; real-time queue monitoring and data analytics (Cisco Webex preferred).
• Experience with schedule generation and shift bid process.
• Forecasting knowledge and methods.
• CMS guidelines / TAT exposure.
• MS Word, Excel and PowerPoint proficiency.

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, conduct 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

Data analytics

Staffing optimization

Coaching

Real-time monitoring

Tools

Cisco Webex

MS Excel

PowerPoint

MS Word

Job description

WNS, part of Capgemini, is seeking an experienced WFM/MIS professional to manage forecasting, capacity planning, scheduling, and real-time management within our Manila operations. You will monitor staffing, service levels and performance, delivering insights through reports and dashboards.

You will collaborate with Operations to optimize staffing and KPIs, and coach teams to sustain high performance while upholding process excellence and CMS guidelines.