Senior Workforce Manager, WFM & Analytics

WNS; Metro Manila; On-site; PHP 420,000 - 600,000; Full time

Benefits offered by this job

Free HMO day 1

Career growth

Team expansion

Safe work environment

Skills training

Paid leaves

Job summary

WNS, part of Capgemini, is seeking a Workforce Management (WFM) & MIS professional in Metro Manila to manage end-to-end WFM processes, forecasting, capacity planning, scheduling, and reporting for multiple client teams.

You will coach staff, monitor KPIs, drive process improvements, and collaborate with operations and clients to meet service level targets while upholding WNS standards of excellence.

Qualifications

• Minimum 3 years of WFM experience with strong knowledge of call center metrics.
• Proficient in MS Office, reporting, data analysis, and problem-solving.
• Excellent written and verbal communication skills.
• Strong time management, organization, multitasking, and adaptability.
• Able to manage multiple projects, work independently, and meet tight deadlines.
• Demonstrates initiative, positive attitude, strong work ethic, and leadership capability.

Responsibilities

• Manage end-to-end WFM & MIS functions, including forecasting, capacity planning, scheduling, RTA, and reporting.
• Support operations and team members by addressing staffing, performance, and process requirements.
• Monitor operational capacity and WFM KPIs to ensure targets are met or exceeded.
• Provide coaching, training, and effective communication across the team, operations, and clients.
• Maintain and continuously improve WFM processes, documentation, and reporting.

Skills

WFM experience

MS Office

Communication skills

Time management

Multitasking

Leadership

Tools

MS Office

Job description

WNS, part of Capgemini, is seeking a Workforce Management (WFM) & MIS professional in Metro Manila to manage end-to-end WFM processes, forecasting, capacity planning, scheduling, and reporting for multiple client teams.

You will coach staff, monitor KPIs, drive process improvements, and collaborate with operations and clients to meet service level targets while upholding WNS standards of excellence.