Assistant Manager at WNS Holdings in Bengaluru

Assistant Manager Workforce Management (WFM)

https://smrtr.io/BMjNd

Location: Whitefield, Bangalore

Employment Type: Full-time

Experience: 6-10 Years

Qualification: Any Graduate

Joining: Immediate Joiners Preferred

Relocation: Candidates open to relocating to Bangalore are encouraged to apply

About the Role

We are looking for an experienced Assistant Manager – Workforce Management (WFM) to join our team in Bangalore. The ideal candidate will have strong expertise in Capacity Planning, Forecasting, Scheduling, Erlang C, Intraday Management and Real-Time Adherence (RTA) within a contact center / BPO environment.

You will be responsible for optimizing workforce capacity, building effective schedules, supporting real-time operations and ensuring resources are aligned with business requirements and service-level objectives.

Key Responsibilities

• Drive Workforce Management (WFM) activities including Capacity Planning, Forecasting, Scheduling and Real-Time Management.
• Develop short-term and intraday forecasts based on historical trends, actual volumes, business changes and operational requirements.
• Build and optimize schedules using WFM tools and Erlang C calculators.
• Perform Capacity Planning across inbound, outbound and non-voice channels in multi-channel / omni-channel environments.
• Analyze staffing requirements, shrinkage, utilization, occupancy and service-level requirements.
• Conduct Intraday Forecasting and Day-of-Week (DOW) adjustments to optimize staffing.
• Monitor real-time performance and provide actionable recommendations to operations teams.
• Manage RTA (Real-Time Adherence) and identify opportunities to improve schedule adherence and resource utilization.
• Support Real-Time teams in managing and achieving SLA / Service Level targets.
• Identify call-routing anomalies, volume interruptions and system outages through real-time monitoring applications.
• Study historical trends and operational effectiveness to identify staffing and scheduling opportunities.
• Optimize existing schedules based on actual business trends and changing demand patterns.
• Manage large-scale scheduling requirements using WFM platforms and Erlang C methodologies.
• Maintain and oversee WFM scheduling systems and ensure accurate workforce data.
• Escalate contact center interruptions and business-impacting incidents to relevant stakeholders.
• Lead, coach and manage WFM team members while ensuring performance and discipline.

Required Skills & Expertise

• Strong knowledge of Workforce Management (WFM) principles and methodologies.
• Expert understanding of Erlang C and its application in contact center staffing.
• Strong experience in Capacity Planning, Forecasting and Scheduling.
• Hands-on experience with Short-Term Forecasting and Intraday Forecasting.
• Experience managing Inbound, Outbound and Non-Voice processes.
• Exposure to Multi-Channel / Omni-Channel Workforce Management.
• Strong understanding of RTA, Schedule Adherence, Utilization, Occupancy and Service Levels.
• Experience with WFM platforms such as Verint, Presence, Cisco or similar tools.
• Strong analytical and problem-solving skills.
• Power BI knowledge will be an added advantage.
• Exposure to MS Project / Project Management or Requirements Management tools is desirable.
• Strong stakeholder management and communication skills.
• Prior experience in People Management is preferred.

Experience

• 6-9 years of overall relevant experience in Workforce Management.
• Strong specialization in Forecasting / Scheduling / Capacity Planning.
• At least 2 years of experience managing WFM teams / people or equivalent leadership experience.

Why Join Us? Link To Apply - https://smrtr.io/BMjNd