Job Description

Company DescriptionWNS (Holdings) Limited (NYSE: WNS) is a global Business Process Management (BPM) leader. WNS offers business value to 400+ global clients by combining operational excellence with deep domain expertise in key industry verticals, including Banking and Financial Services, Consulting and Professional Services, Healthcare, Insurance, Manufacturing, Retail and Consumer Packaged Goods, Shipping and Logistics, Telecommunications, Travel and Utilities. WNS South Africa has been in operation since 2003 and built a reputation as the industry leader for Business Process Outsourcing (BPO) in South Africa, with a growing footprint into Africa. We are a strategic partner for delivering a full range of basic to complex processes from our eight delivery centers across South Africa, employing 4000+ people.Why join us?We promise our employees to experience role clarity, coaching and mentoring, professional development and structured career path through our 5 people promises and keeping employee experience at the core. Experience the culture of outperformance, engagement, celebration and also contribute to society through our WNS Cares Foundation, where you have the opportunity to support meaningful initiatives and make an impact in the community.JOB PURPOSETo manage a WFM team and all facets of contact centre operations such as forecasting, scheduling, monitoring call volumes and other operational activities while adjusting resources to meet business objectives.KEY RESPONSIBILITY AREAS1. People Development2. Engagement with operations3. Agent & Skill Trend Analysis:4. Employee engagement5. Talent management6. Client relationship management7. Innovation and Knowledge sharing with Operations in improving8. Incident Management9. RTA Scorecards & Development10. Intraday Capacity Planning11. WFM recommendations, Back fill and Attrition trendsKEY RELATIONSHIPSKey Internal Relationships SA Support Functions: Operations, Finance, L&D, Change, MI, IT, HR etc.Key External Relationships Vodacom WFM, IGO WFM, TIUK WFM, Prodigy WFMQUALIFICATIONS REQUIREDEssentialxc2xb7 Matric / Grade 12 or international equivalentxc2xb7 Call Centre Mathsxc2xb7 Industry relevant training courses, including WFM processes, terminology and toolsPreferredxc2xb7 A relevant qualification in BA/BS degree required, preferred economics, statistics, business or equivalent education- MBA a plusxc2xb7 2 Years' experience leading a Workforce Management team within BPOEXPERIENCE REQUIREDEssentialxc2xb7 5 Years experience working within a contact centrexc2xb7 3 Years management experience within WFMxc2xb7 (Internal) WiNS rating at A1, A2 or B1 level for 2 consecutive yearsxc2xb7 3-5+ years of experience performing RPM functions (capacity planning, forecasting, scheduling, real-time management) in a multi-site contact center environment preferredxc2xb7 Strong experience with Workforce Management software (eWFM, IEX, Verint, etc.) that includes forecasting, scheduling, real-time adherence functionalityPreferredxc2xb7 More than 2 years experience working within the BPO sectorxc2xb7 More than 3 years experience working in a senior management roleJOB-RELATED KNOWLEDGE, SKILLS & COMPETENCIES REQUIREDEssentialxc2xb7 Employee Engagementxc2xb7 Managing Changexc2xb7 Problem Solvingxc2xb7 Planning & Organisingxc2xb7 Risk Managementxc2xb7 Financial Managementxc2xb7 Coaching & Mentoringxc2xb7 Talent Managementxc2xb7 Data Analysisxc2xb7 Stakeholder Managementxc2xb7 Client Communicationxc2xb7 Report writingxc2xb7 Sound working knowledge of the latest Microsoft packages (Word, Excel, PowerPoint & Outlook)xc2xb7 Attention to detailQualificationsMatric

WNS Global Services