Assistant Manager - Wfm Planner

Wns; KwaZulu-Natal; On-site; ZAR 30 000 - 60 000; Full time

Job summary

An established industry player in Business Process Management is seeking a skilled Workforce Management Analyst. This role involves resource planning and capacity management to ensure optimal staffing levels during peak call volumes. You will work collaboratively within the WFM team to align functions with strategic objectives, develop forecasts, and analyze performance metrics. The ideal candidate will possess strong analytical skills, attention to detail, and experience in client management. Join a dynamic team that values employee development and community engagement, and make a meaningful impact in a fast-paced environment.

Qualifications

• Minimum 3 years of experience in a WFM team, including 1 year with Aspect systems.
• Experience managing client relationships and proficiency in spreadsheets.

Responsibilities

• Develop and maintain forecast and capacity plans for staffing during peak periods.
• Analyze contact center performance reports for stakeholders.
• Monitor and report on plan variances and agent productivity.

Skills

Engagement and communication skills

Problem-solving

Data analysis capabilities

Stakeholder management

Client management skills

Attention to detail

Education

Matric / Grade 12 or equivalent

BA/BS degree in economics, statistics, business

Tools

Aspect systems

Forecasting/scheduling software

Microsoft Office Suite

Job description

Company Description

WNS Global Services Inc. (NYSE: WNS) is a global Business Process Management (BPM) leader. WNS offers business value to over 300 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. Globally, the group employs over 41,000 professionals serving across 60 delivery centers in 16 countries worldwide, including China, Costa Rica, India, the Philippines, Poland, Romania, South Africa, Sri Lanka, UK, and US.

WNS South Africa has been operational since [year missing] and has built a reputation as an industry leader in Business Process Outsourcing (BPO) in South Africa, with a growing footprint into Africa. We are a strategic partner for delivering a full range of processes from basic to complex, across eight delivery centers in South Africa, employing over [number missing] people.

Why Join Us?

We promise our employees role clarity, coaching and mentoring, professional development, and a structured career path through our five people promises, keeping employee experience at the core. Experience a culture of outperformance, engagement, and celebration, and contribute to society through our WNS Cares Foundation, supporting meaningful community initiatives.

Job Description

Job Purpose

Responsible for resource planning and capacity management to ensure the correct number of agents are available at the right times to handle forecasted call volumes at the desired service levels. Work as part of the WFM team to ensure all functions align with the overall WFM strategy.

Key Responsibility Areas

1. Develop and maintain short and long-term forecast and capacity plans to ensure sufficient staffing during peak periods.
2. Review and analyze contact center performance reports for internal and external stakeholders.
3. Design and deliver projects that benefit campaigns.
4. Create annual risk management calendars.
5. Provide optimal forecasting, scheduling, and explore new strategies and opportunities.
6. Ensure scheduling meets productive hour targets and SLA requirements.
7. Analyze call trends and root causes to identify operational improvements.
8. Create and present scheduling scenarios to leadership, highlighting risks and benefits.
9. Monitor and report on plan variances and agent productivity.
10. Manage shrinkages and real-time analyst activities to meet expectations.

Qualifications

• Matric / Grade 12 or equivalent.
• Call Centre Maths and industry-specific training in WFM processes, terminology, and tools.
• Preferred: BA/BS degree in economics, statistics, business, or related fields.
• Minimum 3 years of experience in a WFM team, including 1 year with Aspect systems.
• Experience managing client relationships.
• Proficiency in spreadsheets, databases, and forecasting/scheduling software.

Skills & Competencies

• Engagement and communication skills.
• Problem-solving and data analysis capabilities.
• Stakeholder and client management skills.
• Proficiency with Microsoft Office Suite.
• Attention to detail.

Additional Requirements

• Own vehicle and valid driver’s license.
• Ability to travel across sites.
• Availability for evening shifts, including rotational shifts from Monday to Sunday.
• Reside in or have access to fiber-enabled areas.