Deputy Manager

1 week ago


Mumbai, Maharashtra, India WNS Global Services Full time

Job Summary

As a Deputy Manager at WNS Global Services, you will play a key role in optimizing workforce management processes to drive business growth and efficiency. The ideal candidate will have a strong understanding of capacity planning, forecasting, and scheduling, with the ability to analyze complex data and make informed recommendations.

Key Responsibilities

  • Develop and maintain accurate capacity models to optimize staffing levels and meet service level objectives.
  • Monitor real-time adherence to schedules and implement adjustments as necessary.
  • Analyze historical data to make informed recommendations for future capacity planning.
  • Generate invoices based on agreed-upon trends and services provided.
  • Implement revenue generation strategies through effective resource allocation and utilization.
  • Manage revenue forecasting accuracy and review key performance indicators (KPIs).
  • Calculate service credits for deviations from agreed-upon service levels and ensure proper documentation.
  • Develop and implement standardized WFM processes, ensuring compliance with industry best practices and organization policies.
  • Conduct regular audits to assess the effectiveness and efficiency of WFM processes.
  • Identify areas for improvement and work with cross-functional teams to implement enhancements.
  • Stay informed about industry trends and emerging technologies to continuously optimize WFM processes.

Requirements

  • Bachelor's degree or equivalent.
  • Minimum of two years of experience as an Assistant Manager in Workforce Management.
  • Overall understanding of workforce management and operational management.
  • Analytical mindset with the ability to identify gaps and take necessary steps to avoid impact.
  • Knowledge of Capacity Planning, Forecasting, Scheduling is must.

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