Assistant Manager

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. We promise our employees to experience role clarity, coaching and mentoring, professional development, and structured career paths through our five people promises, keeping employee experience at the core. Experience a culture of outperformance, engagement, celebration, and contribute to society through our WNS Cares Foundation, where you have the opportunity to support meaningful initiatives and make an impact in the community. Job Description Job Purpose Responsible for resource planning and capacity management of available resources to ensure the correct number of agents are in their seats to answer forecasted call volumes at the desired service level. Work as part of the WFM team to ensure all functions and services align with the overall WFM strategy. Key Responsibility Areas Develop and maintain short- and long-term forecast and capacity plans to ensure sufficient staffing during peak periods. Review and analyze monthly, quarterly, and yearly Contact Center Performance Reports for internal and external stakeholders, distributing findings as required. Design and implement projects that benefit campaigns. Create an annual calendar identifying potential risks. Provide optimal forecasting, scheduling, and explore new methods, strategies, and opportunities. Ensure scheduling aligns with productive hour targets. Analyze call trends, handle time, and root causes to identify operational opportunities and communicate proactively with leadership, implementing action plans. Create optimized schedules that meet contracted SLAs, communicating potential risks effectively. Develop scenarios and present scheduling options to leadership, highlighting risks and benefits. Monitor plans to identify optimization opportunities and report variances. Report on agent productive hours and manage planned shrinkages to meet client expectations. Manage real-time analysts to meet client and internal expectations. Qualifications Matric / Grade 12 or international equivalent Call Centre Maths Industry-relevant training courses, including WFM processes, terminology, and tools Preferred A relevant qualification in BA/BS degree, preferably in economics, statistics, business, or equivalent. Experience Minimum 3 years’ experience in a WFM team. Minimum 1 year’s planning experience with Aspect systems. Experience managing client relationships. Proficiency with spreadsheets (formulas) and/or database software (Excel, Access). Knowledge of Automatic Call Distribution Technology and forecasting/scheduling software. Advanced MS Office skills. Additional Information Job-Related Knowledge, Skills & Competencies Engagement Problem Solving Data Analysis Stakeholder Management Client Communication Proficiency with Microsoft Office suite Other Specific Requirements Own vehicle with a valid driver’s license. Ability to travel across multiple sites. Availability to work evening hours. Note: Afternoon and night shifts – Monday to Sunday (rotational shifts). Candidates must have fiber or reside in a fiber-enabled area. #J-18808-Ljbffr