Group Manager - WFM - South Africa

WNS Global Services Inc. (NYSE: WNS) is a global Business Process Management (BPM) leader. WNS offers business value to 400+ global clients by combining operational excellence with deep domain expertise in key industry verticals, including Banking and Financial Services, Consulting and Professional Services, Healthcare, Insurance, Manufacturing, Retail and Consumer Packaged Goods, Shipping and Logistics, Telecommunications, Travel and Utilities. Globally, the group’s over 41,000+ Professionals serve across 60 delivery centers in 16 countries worldwide, including China, Costa Rica, India, the Philippines, Poland, Romania, South Africa, Sri Lanka, UK and US.

WNS South Africa has been in operation since 2003 and built a reputation as the industry leader for Business Process Outsourcing (BPO) in South Africa, with a growing footprint into Africa. We are a strategic partner for delivering a full range of basic to complex processes from our eight delivery centers across South Africa, employing 4000+ people.

Why join us?

We promise our employees to experience role clarity, coaching and mentoring, professional development and structured career path through our 5 people promises and keeping employee experience at the core. Experience the culture of outperformance, engagement, celebration and also contribute to society through our WNS Cares Foundation, where you have the opportunity to support meaningful initiatives and make an impact in the community.

Group Manager: WFM

An exciting opportunity for a Group Manager has just become available on our Workforce Management team. The main purpose of this role is to manage a WFM team and all facets of contact center operations such as forecasting, scheduling, monitoring call volumes and other operational activities while adjusting resources to meet business objectives.

Key responsibilities:

1. Commercial Delivery

• Develop and maintain short and long term forecast/capacity plans and ensure sufficient staff is available during peak periods

• Review and analyse the monthly, quarterly and yearly Contact Center Performance Reports for both internal and external stakeholders and distribute as required

   

1. Managing Performance

• Ensure sufficient staff is scheduled per interval to meet SLA or target profile

• Provide team coaching and development by accurately accessing strengths and opportunities, giving timely and actionable feedback, as well as motivate direct reports to optimize performance

• Analyse historical call trends by source, handle time, and root cause to identify operational opportunities and pro-actively communicate this information to leadership while implementing appropriate action plans

   

1. Value Creation

• Devise and deliver project that benefits the campaign

• Create a yearly calendar of potential risk

• Ensure that the scheduling function is providing optimal forecasting, scheduling and identifying new methods, strategies and opportunities

   

1. Talent Management

• Creates an environment that fosters open, 2-way communication underpinned by the organisational values and culture

• Developing the skills and competencies of people

• Identifying, recruiting and retaining top talent

   

1. Client Relationship Management

• Identifying stakeholder needs, nurture relationships and building cohesive networks

• Deliver against both OPS and Tactical plan

   

1. Risk Management & Governance

• Managing risk and ensuring corporate governance standards are adhered to

   

Qualifications required:

• A Matric / Grade 12 Certificate or equivalent

• A relevant tertiary qualification is preferable

• Proven record of formulating strategies and ability to effectively analyze business data 

Experience required:

• 2 to 3 years’ experience in managing people

• 3 to 5 years’ experience performing RPM functions (capacity planning, forecasting, scheduling, real-time management) in a multi-site contact center environment

• Strong experience with Workforce Management software (eWFM, IEX, Verint, etc.) that includes forecasting, scheduling, real-time adherence functionality