Deputy Manager - WFM at WNS Global Services

Job Description

Experience in managing Line Adherence business model is preferred.

To manage the Planning team and all facets of the short term to medium term planning such as forecasting, scheduling, RTA and other operational activities while adjusting resources to meet business objectives.

Workforce modelling and solutioning
Forecasts call volume demand and other contact demand volume and manages scheduling of sufficiently skilled staff based on historical and anticipated volume across all clients both short-term, medium-term and long-term.
Moderates use of Paid Time Off, leaves of absence and communicates serves as liaison to Staff Accountant/HR Assistant regarding appropriate communication of agent use.
Monitors real time contact volume both call and email/chat support and associated service levels and staffing requirements.
Trends real time call arrival patterns and adjusts staffing accordingly.
Identify call routing anomalies using real time monitoring applications.
Oversees and maintains the Workforce Management (WFM) Platform / System
Identifies real time call volume interruptions and system outages that impact contact center performance.
Escalates contact center interruptions to appropriate business continuity leaders in a timely fashion.
Sound working knowledge of the latest Microsoft packages (Word, Excel, PowerPoint & Outlook)
Attention to detail
Must be able to travel across multiple sites
Must be able to work flexible hours

Qualifications

• Matric / Grade 12 or international equivalent Call Centre Maths Industry relevant training courses, including WFM processes, terminology and tools 
• A relevant qualification in BA/BS degree required, preferred economics, statistics, business or equivalent education 5 Years’ experience working within a contact center
• 3 Years in a leadership role within WFM
• 4+ years of experience performing RPM functions (capacity planning, forecasting, scheduling, real-time management) in a multi-site contact center environment preferred

Strong experience with Workforce Management software (eWFM, IEX, Verint, etc.) that includes forecasting, scheduling, real-time adherence functionality More than 2 years’ experience working within the BPO sector