Group Manager - WFM

WNS; Cape Town; On-site; ZAR 600,000 - 900,000; Full time

Job summary

WNS in Cape Town is seeking a senior Planning leader to drive short- to mid-term planning, forecasting and scheduling. You will align resources with business objectives, manage a multi-site WFM function and mentor a team across operations.

The role requires extensive experience in RPM functions, WFM tools and BPO environments, with strong emphasis on analytical, problem-solving and stakeholder management skills.

Qualifications

• Matric / Grade 12 or international equivalent.
• Call Centre Maths Industry relevant training courses, including WFM processes, terminology and tools
• 3 Years in a leadership role within WFM
• 3-5+ years of experience performing RPM functions (capacity planning, forecasting, scheduling, real-time management) in a multi-site contact center environment preferred
• Strong experience with Workforce Management software (eWFM, IEX, Verint, etc.) that includes forecasting, scheduling, real-time adherence functionality
• More than 2 years’ experience working within the BPO sector
• More than 3 years’ experience working in a management role

Responsibilities

• Manage the Planning team and all facets of short to medium term planning including forecasting and scheduling.
• Engage with Operations and develop talent within the team.
• Perform intraday capacity planning and WFM recommendations.
• Analyze agent trends and RPM performance to drive improvements.
• Maintain client relationships and share knowledge with Operations to improve processes.
• Address incidents and manage risk in planning and execution.
• Ensure attention to detail and flexibility in working hours.

Skills

Leadership in WFM

Forecasting

Scheduling

Real-time management

Data analysis

Attention to detail

Problem solving

Education

Matric / Grade 12 or international equivalent

Call Centre Maths Industry relevant training courses

Tools

eWFM

IEX

Verint

Job description

Job Description

To manage the Planning team and all facets of the short term to medium term planning such as forecasting, scheduling and other operational activities while adjusting resources to meet business objectives.

• People Development
• Engagement with Operations
• Agent & Skill Trend Analysis
• Employee engagement
• Talent management
• Client Relationship Management
• Innovation and Knowledge sharing with Operations in improving
• Incident Management
• Intraday Capacity Planning
• WFM recommendations, Back fill and Attrition trends
• Problem Solving
• Planning & Organizing
• Risk Management
• Financial Management
• Data Analysis
• Attention to detail
• Must be able to work flexible hours

Qualifications

• Matric / Grade 12 or international equivalent
• Call Centre Maths Industry relevant training courses, including WFM processes, terminology and tools
• 3 Years in a leadership role within WFM
• 3-5+ years of experience performing RPM functions (capacity planning, forecasting, scheduling, real-time management) in a multi-site contact center environment preferred
• Strong experience with Workforce Management software (eWFM, IEX, Verint, etc.) that includes forecasting, scheduling, real-time adherence functionality
• More than 2 years’ experience working within the BPO sector
• More than 3 years’ experience working in a management role

Additional Information

All your information will be kept confidential according to EEO guidelines.