Group Manager - Workforce Management

About the role

WNS South Africa, a Business Process Outsourcing (BPO) provider with eight delivery centres across the country, is looking for a Group Manager - WFM. The role owns the forecasting, planning and resourcing function for the campaigns and leads a team of Planners, Schedulers and Real Time Administrators (RTA), optimising workforce use to drive efficiency and reduce resource costs. It also contributes to RFP, RFI and solution presentations for future clients.

Key responsibilities

• Forecast call volume and other contact demand, manage scheduling of skilled staff and create staffing schedules, monitoring adherence in real time
• Monitor real-time call and email/chat volumes, service levels and staffing needs, and adjust staffing to call arrival patterns
• Identify call routing anomalies and real-time call interruptions, escalate them to business continuity leaders and maintain the WFM platform
• Manage use of paid time off and leave of absence, acting as liaison with the Staff Accountant/HR Assistant on agent usage
• Reduce cost to serve, model workforce solutions and compile monthly call centre statistics and workforce management plans
• Provide input and advice on RFPs, RFIs and solution presentations

Required profile

• At least 5 years' workforce management and scheduling experience, including people management
• 2 years managing others and/or experience in Workforce Management
• 3 years in a leadership role within WFM and more than 3 years in a management role
• More than 2 years' experience in the BPO sector
• Matric / Grade 12 or international equivalent, with industry-relevant training in WFM processes, terminology and tools

Required skills

• Planning, scheduling and forecasting in inbound and outbound, multi/omni-channel contact centres
• Workforce management tools such as Totalview, Blue Pumpkin, Aspect, eWFM, IEX, Verint
• Project management tools such as MS Project
• Telephony platforms such as Avaya, Presence, Cisco
• FTE-based and outcomes-based workforce models
• MS Excel and PowerPoint