Location
Gurgaon | India
Job description
Company Description
WNS (Holdings) Limited (NYSE: WNS), is a leading Business Process Management (BPM) company. We combine our deep industry knowledge with technology and analytics expertise to co-create innovative, digital-led transformational solutions with clients across 10 industries. We enable businesses in Travel, Insurance, Banking and Financial Services, Manufacturing, Retail and Consumer Packaged Goods, Shipping and Logistics, Healthcare, and Utilities to re-imagine their digital future and transform their outcomes with operational excellence.We deliver an entire spectrum of BPM services in finance and accounting, procurement, customer interaction services and human resources leveraging collaborative models that are tailored to address the unique business challenges of each client. We co-create and execute the future vision of 400+ clients with the help of our 44,000+ employees. Our global footprint spans 16 countries with 61 delivery centers worldwide including in China, Costa Rica, India, the Philippines, Poland, Romania, South Africa, Spain, Sri Lanka, Turkey, United Kingdom and the United States.
Job Description Position Overview: We are seeking a highly skilled and motivated Workforce Management Leader to join our team at WNS, a leading Business Process Outsourcing (BPM) organization. As the Workforce Management Leader, you will be responsible for optimizing and managing our workforce to ensure operational efficiency, productivity, and excellent service delivery across our BPM operations. You will play a crucial role in forecasting, planning, scheduling, and monitoring workforce activities to meet client service level agreements and drive continuous improvement initiatives.
Key Responsibilities: - Workforce Planning:
- Develop and maintain accurate long-term and short-term workforce forecasts based on historical data, seasonality, and future business projections.
- Collaborate with Operations, HR, and Recruitment teams to align workforce requirements with staffing strategies.
- Identify potential staffing gaps and implement strategies to address them proactively.
- Staff Scheduling:
- Create and maintain employee schedules to ensure adequate coverage for all operational tasks and client requirements.
- Manage shift bidding and rotations, considering agent preferences and maintaining a fair and balanced approach.
- Monitor schedule adherence and implement strategies to improve compliance with set schedules.
- Real-Time Monitoring and Adjustment:
- Monitor real-time call volumes, agent availability, and other workload-related metrics to make immediate adjustments as needed.
- Implement contingency plans during unexpected volume spikes or staff shortages to mitigate service disruptions.
- Performance Analysis:
- Analyse workforce performance data, including service level attainment, average handle time, and other key metrics.
- Identify performance trends, root causes of inefficiencies, and opportunities for improvement.
- Provide recommendations to management for process enhancements and productivity gains.
- Continuous Improvement:
- Work closely with cross-functional teams to optimize workforce processes, ensuring maximum efficiency and effectiveness.
- Drive initiatives to improve scheduling accuracy, resource allocation, and workforce utilization.
- Champion best practices in workforce management and promote a culture of continuous learning and improvement.
- Reporting and Communication:
- Generate regular and ad-hoc reports on workforce metrics and KPIs for management review.
- Communicate workforce performance, staffing concerns, and action plans to relevant stakeholders effectively.
- Training and Development:
- Train and mentor workforce management staff to enhance their skills and knowledge in workforce planning, scheduling, and monitoring.
- Foster a collaborative and supportive team environment.
Qualifications - Bachelor's degree in Business Administration, Operations Management, or a related field (or equivalent work experience).
- Proven experience 12+ years in workforce management within a BPO or contact center environment.
- Proficiency in workforce management tools and software (e.g., Aspect, Verint, NICE, etc.).
- Strong analytical and problem-solving skills, with the ability to interpret data and make data-driven decisions.
- Excellent communication and interpersonal skills to collaborate with diverse stakeholders.
- Proven leadership skills and the ability to motivate and guide a team effectively.
- High adaptability to changing business needs and priorities.
- Knowledge of BPO industry trends and best practices in workforce management.
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