Manager: Workforce Management

Company Description

WNS, part of Capgemini, is an Agentic AI-powered leader in intelligent operations and transformation, serving more than 700 clients across 10 industries, including Banking and Financial Services, Healthcare, Insurance, Shipping and Logistics, and Travel and Hospitality. We bring together deep domain excellence - WNS’ core differentiator - with AI-powered platforms and analytics to help businesses innovate, scale, adapt and build resilience in a world defined by disruption.Our purpose is clear: to enable lasting business value by designing intelligent, human-led solutions that deliver sustainable outcomes and a differentiated impact. With three global headquarters across four continents, operations in 13 countries, 65 delivery centers and more than 66,000 employees, WNS combines scale, expertise and execution to create meaningful, measurable impact.

Job Description

Role Overview

The Group Manager – WFM is responsible for leading workforce planning, scheduling, and real-time operations for inbound contact center functions.

This role ensures optimal staffing, cost efficiency, and service level achievement through data-driven capacity planning, forecasting, and strategic workforce optimization.

Key Responsibilities

1. Capacity Planning & Forecasting

• Develop short-term and long-term workload forecasts (call volume, AHT, shrinkage).
• Build and maintain capacity plans aligned with business demand and growth projections.
• Conduct scenario planning (seasonality, campaigns, unexpected spikes).
• Collaborate with business teams to align hiring plans with capacity requirements.
• Ensure optimal staffing models to meet SLAs (Service Level, ASA, Abandonment).

2. Scheduling & Workforce Optimization

• Oversee creation and governance of efficient schedules to maximize coverage and productivity.
• Ensure adherence to workforce management tools (e.g., NICE, Genesys, Aspect)

.• Optimize schedules considering:

o Shrinkage (planned/unplanned)

o Breaks, leaves, and training

o Skill-based routing requirements

• Drive continuous improvement in schedule efficiency and adherence.

3. Real-Time & Intraday Management

• Supervise real-time queue management and intraday performance.
• Drive immediate corrective actions (re-skilling, overtime, VTO) during demand-supply gaps.
• Monitor KPIs such as:

o Service Level

o Queue health

o Agent occupancy/utilization

4. Strategy & Planning

• Define and execute WFM strategy aligned to business goals and customer experience.
• Introduce process improvements and automation for better efficiency.
• Implement best practices in forecasting accuracy and workforce optimization

Drive digital transformation initiatives within WFM (analytics, AI, automation).

5. Financial & Cost Management

• Manage headcount budgeting and cost optimization for WFM.
• Analyze financial metrics:

o Cost per contact

o Staffing cost vs. budget

o Productivity ratios

• Provide insights for cost-saving opportunities without impacting service quality.
• Support budgeting cycles and financial planning with data-backed projections.

6. Stakeholder Management

• Partner with operations, HR, finance, and client stakeholders.
• Present capacity plans, forecasts, and performance insights to leadership.
• Provide actionable recommendations for business growth and efficiency.

7. Reporting & Analytics

• Deliver regular dashboards on:

o Forecast accuracy

o Schedule adherence

o Service level performance

• Leverage analytics to identify trends and improvement areas.
• Maintain data integrity and governance across WFM systems.

8. Team Leadership

• Lead and mentor a team of planners, schedulers, and RTA analysts.
• Build capability in forecasting, analytics, and strategic thinking.
• Drive performance culture and continuous learning.

Key Skills & Competencies

• Strong expertise in WFM tools (NICE, IEX, Verint, Genesys, Aspect)
• Advanced knowledge of: o Forecasting models

o Erlang calculations

o Capacity planning techniques

• Excellent analytical and financial acumen
• Strategic thinking and problem-solving ability
• Strong stakeholder management and communication skills
• Proficiency in Excel, Power BI, or other analytics tools

KPIs / Success Metrics

• Forecast accuracy (% variance)
• Schedule efficiency (% optimization)

• Service level achievement• Revenue per Billable/Total FTE

• Shrinkage control
• Occupancy and utilization rates

Preferred Experience

• Experience in large inbound contact centers (BPO / captive)
• Exposure to financial planning and budgeting cycles
• Knowledge of automation / AI in WFM

Qualifications* Bachelor’s degree (preferred: Business, Mathematics, Statistics, Engineering)

• 8–12+ years of experience in WFM within a contact center environment• Prior experience in leadership or managerial role preferred