Group Manager - WFM

About the role

WNS Global Services is looking for a Group Manager - WFM in Cape Town to manage its Planning team and all aspects of short- to medium-term planning, including forecasting, scheduling and other operational activities, while adjusting resources to meet business objectives.

Key responsibilities

• Manage the Planning team and short- to medium-term planning activities such as forecasting, scheduling and resource adjustment.
• Engage with Operations on agent and skill trend analysis, intraday capacity planning, backfill and attrition trends, incident management and WFM recommendations.
• Drive talent management, employee engagement and knowledge sharing with Operations to improve performance.
• Manage client relationships and solve problems, with attention to risk, financial and data analysis.

Required profile

• Matric / Grade 12 or international equivalent.
• More than 3 years' experience in a management role.
• More than 2 years' experience in the BPO sector.
• Preferred: 3 years in a leadership role within WFM and 3-5+ years performing RPM functions (capacity planning, forecasting, scheduling, real-time management) in a multi-site contact center.
• Able to work flexible hours.

Required skills

• Industry-relevant training, including WFM processes, terminology and tools.
• Strong experience with WFM software (e.g. eWFM, IEX, Verint) covering forecasting, scheduling and real-time adherence.

What we offer

• Role clarity, coaching and mentoring, professional development and a structured career path.
• Culture of outperformance, engagement and celebration.
• Opportunity to support community initiatives through the WNS Cares Foundation.