Strategic Workforce Manager: WFM & Ops Leadership

WNS; Iloilo; On-site; PHP 350,000 - 700,000; Full time

Benefits offered by this job

Structured career path

Growing and expanding team

Safe work environment

Free HMO coverage from Day 1 (self &/+

Job summary

WNS is looking for a WFM & MIS professional to manage forecasting, capacity planning, scheduling, RTA, and reporting. The role requires a minimum of 3 years of WFM experience in a call center environment, with strong MS Office, data analysis, and communication skills.

You will support operations, monitor KPIs, and help improve WFM processes while coordinating with teams and clients. The ideal candidate will lead multiple projects, meet tight deadlines, and demonstrate initiative and leadership

Qualifications

• Minimum 3 years of WFM experience with strong knowledge of call center and WFM metrics.
• Proficient in MS Office, reporting, data analysis, and problem-solving.
• Excellent written and verbal communication skills.
• Strong time management, organization, multitasking, and adaptability.

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

Data analysis

Communication skills

Leadership

Tools

MS Excel

Reporting tools

Job description

WNS is looking for a WFM & MIS professional to manage forecasting, capacity planning, scheduling, RTA, and reporting. The role requires a minimum of 3 years of WFM experience in a call center environment, with strong MS Office, data analysis, and communication skills.

You will support operations, monitor KPIs, and help improve WFM processes while coordinating with teams and clients. The ideal candidate will lead multiple projects, meet tight deadlines, and demonstrate initiative and leadership