Workforce Manager: WFM, Forecasting & Capacity

WNS; Iloilo City; On-site; PHP 350,000 - 650,000; Full time

Benefits offered by this job

Structured career path

Growth opportunities

Safe work environment

Free HMO coverage from day 1 (self & a

Dependents

Job summary

WNS, part of Capgemini, is seeking a WFM Analyst to manage end-to-end WFM & MIS functions for our contact center operations in the Philippines. You will forecast, capacity plan, schedule, produce reports, and monitor KPIs to ensure targets are met or exceeded.

You will coach and train team members, drive continuous improvement of WFM processes, and collaborate with operations and clients to address staffing and performance requirements.

Qualifications

• 3+ years of WFM experience with strong knowledge of call center metrics.
• Proficient in data analysis, reporting, 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 experience

Forecasting

Capacity planning

Scheduling

KPIs analysis

Communication skills

Leadership

Data analysis

Tools

MS Office

Job description

WNS, part of Capgemini, is seeking a WFM Analyst to manage end-to-end WFM & MIS functions for our contact center operations in the Philippines. You will forecast, capacity plan, schedule, produce reports, and monitor KPIs to ensure targets are met or exceeded.

You will coach and train team members, drive continuous improvement of WFM processes, and collaborate with operations and clients to address staffing and performance requirements.