Workforce Manager

WNS; Iloilo City; On-site; PHP 391,000 - 725,000; Full time

Benefits offered by this job

Structured career path

Career progression

Safe work environment

Free HMO from Day 1

Skills training opportunities

Paid leaves

Job summary

WNS, part of Capgemini, in Iloilo City, is seeking a skilled WFM Analyst to manage end-to-end WFM and MIS functions, including forecasting, capacity planning, scheduling, RTA, and reporting.

You will support operations and teams, monitor capacity and WFM KPIs to meet targets, and provide coaching, training, and clear communication across the business.

Qualifications

• Minimum 3 years of WFM experience in a call center setting.
• Strong MS Office, data analysis and problem-solving skills.
• Excellent written and verbal communication skills.
• Able to manage multiple projects 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 on staffing and process requirements.
• Monitor 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

Forecasting

Capacity planning

Scheduling

Reporting

Data analysis

Communication skills

Training/coaching

Team leadership

Tools

MS Office

Excel

Reporting tools

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 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.

Job Description

• 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.

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.
• Able to manage multiple projects, work independently, and meet tight deadlines.
• Demonstrates initiative, positive attitude, strong work ethic, and leadership capability.

Additional Information

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