Workforce Management Senior/Lead Associate

About the role

WNS Global Services, part of Capgemini, is hiring a Workforce Management Senior/Lead Associate in Manila. The role manages end-to-end WFM and MIS functions such as forecasting, capacity planning, scheduling and real-time management, while monitoring staffing, service levels and operational performance.

Key responsibilities

• Manage end-to-end WFM/MIS functions, including forecasting, capacity planning, scheduling and real-time management.
• Monitor staffing, service levels and operational performance to support business requirements.
• Generate regular and ad-hoc reports, dashboards and performance insights.
• Identify risks and performance gaps, conduct root cause analysis and recommend solutions.
• Partner with Operations and stakeholders to optimize staffing, processes and KPIs.
• Support team development through coaching, training and effective communication.

Required profile

• At least 2 years of BPO experience and 1 year of RTA experience.
• Strong understanding of telephony systems and call center terminology, including real-time queue monitoring and data analytics (preferably Cisco Webex).
• Exposure to schedule generation and shift bidding, and to forecasting methods, preferred.
• Knowledge of CMS guidelines and TAT exposure preferred.

Required skills

• Comprehensive knowledge of Microsoft Word, Excel and PowerPoint.
• Telephony systems and call center technology.

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 and paid leaves.