WFM Manager - Forecasting, Capacity, Scheduling & Coaching

WNS Global Services; Manila; On-site; PHP 670,000 - 1,004,000; Full time

Benefits offered by this job

Structured career path

Growing team – internal progression

Safe work environment

Free HMO from day 1 (self & dependent)

Skills training opportunities

Paid leaves

Job summary

WNS, part of Capgemini, is seeking a Workforce Management (WFM) professional to lead end-to-end WFM & MIS functions in our Manila operations. You will forecast demand, plan capacity, schedule shifts, analyze data, and report KPIs to ensure targets are met.

You will partner with operations and clients to address staffing needs and drive process improvements. The role requires at least 3 years in WFM, strong MS Office skills, excellent communication, and the ability to manage multiple projects

Qualifications

• 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.
• 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 metrics

MS Office

Data analysis

Communication skills

Time management

Multitasking

Leadership

Tools

MS Office

Reporting tools

Job description

WNS, part of Capgemini, is seeking a Workforce Management (WFM) professional to lead end-to-end WFM & MIS functions in our Manila operations. You will forecast demand, plan capacity, schedule shifts, analyze data, and report KPIs to ensure targets are met.

You will partner with operations and clients to address staffing needs and drive process improvements. The role requires at least 3 years in WFM, strong MS Office skills, excellent communication, and the ability to manage multiple projects