Workforce Manager

About the role

WNS, part of Capgemini, is hiring a Workforce Manager in Manila. The role manages end-to-end workforce management and MIS functions, supports operations and team members, and keeps targets on track.

Key responsibilities

• Manage end-to-end WFM and 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 so 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.

Required profile

• Minimum 3 years of WFM experience with strong knowledge of call center and WFM metrics.
• Able to manage multiple projects, work independently and meet tight deadlines.
• Demonstrates initiative, a positive attitude, strong work ethic and leadership capability.

Required skills

• Proficiency in MS Office, reporting, data analysis and problem solving.
• Excellent written and verbal communication skills.
• Strong time management, organization, multitasking and adaptability.

What we offer

• Structured career path and growing team with internal progression opportunities.
• Free HMO coverage from day 1, including a domestic partner.
• Skills training opportunities and paid leaves.