WNS (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 PURPOSE

To 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 AREAS

1. People Development

2. Engagement with operations

3. Agent & Skill Trend Analysis:

4. Employee engagement

5. Talent management

6. Client relationship management

7. Innovation and Knowledge sharing with Operations in improving

8. Incident Management

9. RTA Scorecards & Development

10. Intraday Capacity Planning

11. WFM recommendations, Back fill and Attrition trends

KEY RELATIONSHIPS

Key Internal Relationships SA Support Functions: Operations, Finance, L&D, Change, MI, IT, HR etc.

Key External Relationships Vodacom WFM, IGO WFM, TIUK WFM, Prodigy WFM

QUALIFICATIONS REQUIRED

Essential

· Matric / Grade 12 or international equivalent

· Call Centre Maths

· Industry relevant training courses, including WFM processes, terminology and tools

Preferred

· A relevant qualification in BA/BS degree required, preferred economics, statistics, business or equivalent education- MBA a plus

· 2 Years' experience leading a Workforce Management team within BPO

EXPERIENCE REQUIRED

Essential

· 5 Years’ experience working within a contact centre

· 3 Years’ management experience within WFM

· (Internal) WiNS rating at A1, A2 or B1 level for 2 consecutive years

· 3-5+ years of experience performing RPM functions (capacity planning, forecasting, scheduling, real-time management) in a multi-site contact center environment preferred

· Strong experience with Workforce Management software (eWFM, IEX, Verint, etc.) that includes forecasting, scheduling, real-time adherence functionality

Preferred

· More than 2 years’ experience working within the BPO sector

· More than 3 years’ experience working in a senior management role

JOB-RELATED KNOWLEDGE, SKILLS & COMPETENCIES REQUIRED

Essential

· Employee Engagement

· Managing Change

· Problem Solving

· Planning & Organising

· Risk Management

· Financial Management

· Coaching & Mentoring

· Talent Management

· Data Analysis

· Stakeholder Management

· Client Communication

· Report writing

· Sound working knowledge of the latest Microsoft packages (Word, Excel, PowerPoint & Outlook)

· Attention to detail

Matric