Group Manager WFM

3 weeks ago

Gurugram, India WNS Holdings Full time

Role & responsibilities

  • Lead and manage a team of WFM Analysts, Planners, and Real-Time Analysts.
  • Develop and maintain short-term and long-term forecasting models based on historical data, business inputs, and seasonality.
  • Create efficient staff schedules that balance employee preferences, business needs, and service level targets.
  • Monitor real-time performance and take proactive steps to mitigate staffing or service disruptions.
  • Analyze WFM metrics (AHT, shrinkage, occupancy, adherence, etc.) and provide actionable insights to operations leaders.
  • Coordinate with Operations, HR, and Training to manage hiring plans, onboarding, and attrition impacts.
  • Ensure WFM systems and tools are effectively utilized and recommend improvements where needed.
  • Produce and present regular performance reports and strategic staffing plans to senior leadership.
  • Ensure compliance with labor laws, company policies, and scheduling fairness.
  • Support business continuity planning and incident management from a staffing perspective.

Preferred candidate profile

  • Bachelors degree in Business, Operations Management, Statistics, or a related field.
  • MBA or equivalent is a plus.5+ years of experience in Workforce Management, including 2+ years in a managerial or lead role.
  • Strong knowledge of WFM tools (e.g., NICE IEX, Verint, Genesys, Teleopti, Aspect).
  • Experience in a high-volume contact center or service environment.
  • Analytical mindset with strong Excel and data visualization/reporting skills (e.g., Power BI, Tableau).
  • Excellent communication, leadership, and stakeholder management skills.
  • Ability to work under pressure and adapt in a fast-paced environment.

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