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Workforce Management Specialist

1 week ago

Cape Town, Western Cape, South Africa WNS (Holdings) Limited (ADR) Full time

As a Workforce Management Specialist, you will play a key role in ensuring the optimal deployment of resources across our contact center operations. Your expertise will be instrumental in developing and implementing effective scheduling strategies that meet our business objectives and drive customer satisfaction.

Main Responsibilities:
  • Design and implement efficient scheduling models that take into account forecasted demand, staffing levels, and service level agreements.
  • Analyze data to identify trends and patterns, informing scheduling decisions and driving continuous improvement.
  • Develop and maintain relationships with internal stakeholders to ensure seamless integration of scheduling processes and maximize efficiency.
  • Stay up-to-date with industry best practices and emerging trends in Workforce Management, applying knowledge to improve processes and drive innovation.
Essential Requirements:
  • Minimum 6 years of experience in workforce management, with a focus on forecasting and scheduling.
  • Proven ability to analyze complex data sets and develop insights that inform business decisions.
  • Excellent communication and interpersonal skills, with the ability to build strong relationships with colleagues and stakeholders.

Join our team and contribute to delivering exceptional customer experiences.