Assistant Manager - WFM

WNS; Cape Town; On-site; ZAR 200 000 - 300 000; Full time

Job summary

A leading Business Process Management company in Cape Town seeks an experienced Workforce Management resource. The role focuses on creating schedules based on forecasts and actual trends while optimizing resource utilization. Candidates should have 4-6 years of experience in workforce management, including at least 2 years of management experience. A graduate degree and expertise in tools like Erlang C and Power BI are essential. Night shift availability is required.

Qualifications

• 4-6 years of experience in workforce management, focusing on forecasting and scheduling.
• At least 2 years of people-management experience.
• Expert level understanding of Workforce Management principles.

Responsibilities

• Create schedules based on forecast and actual trends.
• Manage real-time teams to achieve SLAs.
• Optimize existing schedules based on actual trends.

Skills

Workforce Management principles

Erlang C

Short-term forecasting

Scheduling

Power BI

Telephony platforms

Education

Any graduate

Minimum Grade 12

Tools

Verint

Cisco

MS Project

Job description

Company Description

WNS (Holdings) Limited (NYSE: WNS) is a global Business Process Management (BPM) leader. WNS offers business value to 400+ global clients by combining operational excellence with deep domain expertise in key industry verticals, including Banking and Financial Services, Consulting and Professional Services, Healthcare, Insurance, Manufacturing, Retail and Consumer Packaged Goods, Shipping and Logistics, Telecommunications, Travel and Utilities. WNS South Africa has been in operation since 2003 and built a reputation as the industry leader for Business Process Outsourcing (BPO) in South Africa, with a growing footprint into Africa. We are a strategic partner for delivering a full range of basic to complex processes from our eight delivery centers across South Africa, employing 4000+ people. Why join us? We promise our employees to experience role clarity, coaching and mentoring, professional development and a structured career path through our 5 people promises, keeping employee experience at the core. Experience the culture of outperformance, engagement, celebration and 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

This WFM resource is responsible for creating schedules based on forecast and actual trends.

Improve efficiencies and enhance utilization of resources.

Support real‑time teams to manage and achieve the SLAs.

Process related experience:

• Expert level understanding of Workforce Management principles such as Erlang C, etc.

Extensive experience with short‑term forecasting and scheduling within the contact centre environment in both inbound, outbound and non‑voice channels.

Across multi‑/omni‑channel environments.

• Experience with Workforce Management tools: a variety of telephony platforms (Verint, Presence, Cisco, etc.)
• Power BI knowledge, and requirements‑management tools or project‑management software such as MS Project will be an added advantage.

Experience working with: building schedules using WFM software and Erlang C calculators.

• Sound knowledge of RTA management and the effectiveness of scheduling.
• Experience in activities related to intraday forecasting and DOW adjustments of schedules; managing large‑scale scheduling based on WFM tools or Erlang C calculators.
• Manage and optimise existing schedules based on actual trends.
• Study historical trends, business changes and operational effectiveness.
• Identify call‑routing anomalies using real‑time monitoring applications.
• Oversee and maintain the Workforce Management (WFM) platform/systems from a scheduling perspective.
• Identify real‑time call volume interruptions and system outages that impact contact centre performance.
• Escalate contact‑centre interruptions to appropriate business‑continuity leaders in a timely fashion.
• Performance & discipline management.

Qualifications

Experience: 4‑6 Years.

At least 6 years’ experience in workforce management with a specialization in forecasting/scheduling, including at least 2 years of people‑management experience or other experience in workforce management.

Educational qualification: any graduate.

Minimum Grade 12.

Additional Information

Night Shift.