Workforce Management Senior/Lead Associate

SmartRecruiters, Inc.; Manila; On-site; PHP 500,000 - 800,000; Full time

Benefits offered by this job

Structured career path

Free HMO from Day 1 (self & dependent)

Career progression opportunities

Safe work environment

Skills training opportunities

Paid leaves

Job summary

WNS, part of Capgemini, is seeking a Workforce Management Senior/Lead Associate to oversee end-to-end WFM/MIS functions, including forecasting, capacity planning, scheduling, and real-time management.

You will monitor staffing levels and KPIs, generate insightful reports, and collaborate with Operations to optimize processes. The role emphasizes coaching and professional development within a growing team.

Qualifications

• 2+ years in BPO
• 1+ year in real-time/queue monitoring or analytics
• Strong understanding of telephony systems and call center tech
• Experience with data analytics and reporting tools
• Familiarity with schedule generation and shift bid processes
• CMS guidelines / TAT exposure
• Proficient in MS Word/Excel/PowerPoint

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, perform 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

Capacity planning

Scheduling

Real-time management

Reporting & analytics

Coaching & mentoring

Data analysis

Tools

Cisco Webex

Microsoft Word

Microsoft Excel

PowerPoint

Job description

Workforce Management Senior/Lead Associate

• Full-time

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

• 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.

• 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

Benefits and Company Perks:

• Structured career path
• Growing and expanding team – more internal career progression opportunities for all
• Safe work environment
• Free HMO coverage from day 1, including your domestic partner
• Skills training opportunities
• Paid leaves