Job Description

Company DescriptionWNS (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 Title: Senior Group Manager xe2x80x93 Workforce Management (WFM)Location: Cape Town, South AfricaJob Summary:We are seeking an experienced and strategic Workforce Management (WFM) professional to lead our WFM function for our South Africa call center operations.The Senior Group Manager xe2x80x93 WFM will be responsible for end-to-end workforce management across multiple lines of business, ensuring optimum staffing, service level adherence, and operational efficiency.This leadership role requires strong analytical skills, people management capability, client handling expertise, and the ability to drive continuous improvement and operational excellence.Key Responsibilities:xe2x80xa2 Lead the overall WFM function covering Forecasting, Capacity Planning, Scheduling, Real-Time Management, and Reporting & Analytics.

• Design and implement workforce strategies to meet client contractual obligations and internal operational goals

.xe2x80xa2 Collaborate with business leaders, client partners, and cross-functional teams to ensure WFM alignment with business objectives.

• Ensure accurate volume forecasting and capacity planning for voice, chat, email, and back-office processes.

• Oversee creation and optimization of schedules, adherence monitoring, and real-time service delivery.

• Drive efficiencies in staffing and cost management while meeting Service Level Agreements (SLAs), productivity, and key performance metrics.

• Act as the WFM Single Point of Contact for client and internal leadership interactions

.xe2x80xa2 Participate in client governance calls, reviews, and presentations to demonstrate WFM performance and initiatives.xe2x80xa2 Drive process automation, technology adoption (such as NICE IEX, Verint, Genesys WFM, or equivalent tools), and analytics-led decision-making.QualificationsGraduateQualifications & Experience:

• Bachelorxe2x80x99s Degree

• 10-15 years of experience in Workforce Management in the BPO/Call Center industry with at least 3-5 years in a leadership role.

• Knowledge of WFM tools like NICE IEX, Verint, Genesys, Aspect, or equivalent will be added advantage.

• Experience managing multi-geo, multi-client WFM operations is preferred.

• Excellent analytical, problem-solving, and decision-making skills.

• Exposure to the South Africa BPO landscape will be an added advantage.

Why Join Us? Be part of a dynamic, fast-growing BPO organization expanding its global footprint.Opportunity to lead WFM strategy for a key geography and contribute to organizational growth.Work in a diverse, inclusive, and collaborative environment with global career development opportunities.Additional InformationUS Shifts

WNS Global Services