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WNS Holdings
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Group Manager WFM

Group Manager WFM

WNS Holdings

10 - 15 years

14 - 22 Lacs

Gurugram

Posted:1 week ago| Platform:

Apply

Skills Required

RTA WFM Workforce Management Real Time Analysis Shrinkage

Work Mode

Work from Office

Job Type

Full Time

Job Description

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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WNS Holdings

Business Process Management (BPM)

Mumbai

45,000 Employees

417 Jobs

Key People

Keshav Murugesh

CEO
Ameet R. Kakkad

CFO
Rohit S. Sinha

COO
Dinesh S. Satyam

Chief HR Officer

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Group Manager WFM

WNS Holdings

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