Senior Workforce Manager

2 months ago


Cape Town, Western Cape, South Africa WNS Global Services Full time

About this role:

Job Summary:

We are seeking an experienced Senior Workforce Manager to join our team at WNS Global Services. As a key member of our Contact Center Operations team, you will be responsible for forecasting, planning, and resourcing functions within our campaigns, as well as the management of a team of Planners, Schedulers, and Real Time Administrators (RTA).

Key Responsibilities:

  • Optimize workforce utilization to drive efficiency and reduce resource costs
  • Provide input and advice into RFP, RFI, and Solution Presentations for future clients
  • Manage team of Planners, Schedulers, and RTA to achieve performance targets
  • Develop and maintain workforce management plans, including forecasting, scheduling, and real-time adherence

Requirements:

  • At least 5 years' workforce management/scheduling experience, including people management experience
  • Expert-level understanding of workforce management principles, such as Erlang C
  • Extensive experience with planning, scheduling, and forecasting within the contact center environment
  • Strong experience with workforce management software, including forecasting, scheduling, and real-time adherence functionality

What we offer:

  • Competitive salary and benefits package
  • Opportunities for career growth and professional development
  • A dynamic and supportive work environment


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