Senior Workforce Manager
2 months ago
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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