Assistant Manager - WFM at WNS Global Services

Job Description

1.       JOB PURPOSE

Produce accurate short term workload forecasts, including schedules. (signed off min. 4 weeks) Create & use simulation models to accurately forecast the impacts of any change & project implementation. Proactively deliver in-depth analysis to lead change and drive operational effectiveness & efficiency. Analyse multiple layers of data from varying sources to constantly improve agreed levels of accuracy, leveraging multi-variate and root cause analysis to extract insight to continuously improve the way we plan and operate.

2.       KEY RESPONSIBILITY AREAS

1. Ensure accurate implementation of schedules in line with best practice and to ensure that service levels targets are met.

2. Accurately forecasting of call volume, absence, attrition, AHT & shrinkage through trend analysis. Reviewing & tracking on a regular basis in conjunction with the RTA team.

3. Pro Active engagement with Operation at all levels highlighting any changes in business or potential impact based on any of the main variables.

4. Create new and innovative forecast and capacity models to plan for future demand, growth and channel shifts.

5. Effective Client Relationship Management (internal/external).

6. Effective resource optimization/utilization across inbound, outbound & back office functions.

7. Ensure the Resource Planning (Shift Influx) & processes are aligned to deliver the most optimised plan and maximum benefit for the operation.

8. Effectively managing the B2P ratios across the business.

9. Accurate HC alignment across all systems & reports.

10. KPI tracking

11. WFM governance

12. Effective leave management

13. Ability to work well under pressure

14. Exceptional teamwork skills

15. Proven experience in driving HR and Operational processes

Qualifications

1.       QUALIFICATIONS REQUIRED

 Essential

• 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 required, preferred economics, statistics, business or equivalent education- MBA a plus

EXPERIENCE REQUIRED

Essential

• Strong experience in team management and effective resource planning.

• In depth understanding of WFM tools.

• In depth understanding of manual forecasting methods and formulas.

• Ability to explain complex information in an easy to understand manner and generate “buy in” from key stakeholders.

• Min 4 year’s experience as a Resource Planner.

• Min 5 year’s experience in trend analysis.

• Spread sheets with formula application and/or database software (Excel, Access)

• Knowledge in Automatic Call Distribution Technology and experience with Forecasting/ Scheduling software.

• Advanced MS Office

• Expert skill in excel for modelling and scenario planning.