Workforce Management Senior Lead Associate

WNS; Iloilo City; On-site; PHP 350,000 - 550,000; Full time

Job summary

WNS in Iloilo City, Philippines is seeking a WFM/MIS professional to lead forecasting, capacity planning, scheduling and real-time management for our BPO teams.

You will monitor service levels, produce dashboards and reports, identify risks, and partner with Operations to optimize staffing and KPIs, while coaching the team for continuous improvement.

Qualifications

• At least 2 years in a BPO environment.
• Strong telephony systems knowledge and call center tech.
• Experience with real-time queue monitoring and data analytics.
• Familiar with schedule generation and shift bid processes.
• Proficient in MS Word, Excel, and PowerPoint.

Responsibilities

• Manage end-to-end WFM/MIS functions including forecasting and capacity planning.
• Monitor staffing, service levels, and performance metrics.
• Generate regular and ad-hoc reports and dashboards.
• Identify risks and root causes, and propose solutions.
• Collaborate with Operations to optimize staffing and KPIs.
• Coach and train team members as needed.

Skills

WFM

MIS

Forecasting

Data analytics

Coaching

Tools

Cisco Webex

Job description

Company Description

WNS, part of Capgemini,is an Agentic AI-powered leader in intelligent operations and transformation, serving more than 700 clients across 10 industries, including Banking and Financial Services, Healthcare, Insurance, Shipping and Logistics, and Travel and Hospitality. We bring together deep domain excellence – WNS’ core differentiator – with AI-powered platforms and analytics to help businesses innovate, scale, adapt and build resilience in a world defined by disruption.

Our purpose is clear: to enable lasting business value by designing intelligent, human-led solutions that deliver sustainable outcomes and a differentiated impact. With three global headquarters across four continents, operations in 13 countries, 65 delivery centers and more than 66,000 employees, WNS combines scale, expertise and execution to create meaningful, measurable impact.

Why Join Us?

We promise our employees to experiencerole clarity, coaching and mentoring, professional development and structured career path through our 5 people promisesand keeping employee experience at the core. Experience the culture of Outperformance, engagement, celebration and enjoy wide variety ofbest in class benefits including free HMO coverage for self and dependent from Day 1; Also contribute to society through ourWNS Cares Foundation, where you have the opportunity to support meaningful initiatives and make an impact in the community.

Job Description

• 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.

Qualifications

• Must have at least 2 year BPO experience and 1 year RTA experience
• Must possess a strong understanding of telephony systems and call center technology/terminology including experience with real time queue monitoring and data analytics (Preferably Cisco Webex)
• Preferably with exposure to schedule generation and shift bid process
• Preferably with Knowledge of forecasting and its methods
• CMS guidelines / TAT exposure
• Comprehensive knowledge of Microsoft Word, Excel and PowerPoint