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.

The Deputy Manager for Workforce Management (WFM) plays a critical role in our organization, overseeing the WFM team's efforts to optimize workforce scheduling, forecasting, and real-time monitoring. The ideal candidate will have a strong background in WFM, exceptional leadership skills, and a proven track record of improving operational efficiency and customer satisfaction.Key Responsibilities:1. Team Leadership:• Lead and develop a team of WFM analysts, planners, and schedulers.• Provide guidance, mentorship, and training to team members.• Foster a culture of continuous improvement and performance excellence within the WFM group.2. Workforce Planning:• Develop and implement short-term and long-term workforce plans to meet business objectives.• Forecast customer demand, analyze historical data, and adjust staffing levels as needed.• Monitor real-time service levels and make adjustments to ensure optimal workforce utilization.3. Scheduling and Shift Management:• Create and manage employee schedules to meet business needs while ensuring fairness and compliance with labor laws.• Collaborate with HR and Operations to address shift preferences, vacations, and leaves.• Analyze schedule adherence and take corrective actions as necessary.4. Performance Analysis and Reporting:• Generate reports and KPIs related to workforce management.• Analyze data to identify trends and make data-driven recommendations for improvement.• Communicate insights to stakeholders and senior management.5. Technology and Tools:• Oversee the implementation and utilization of WFM software and tools.• Collaborate with IT and vendors to ensure the software meets business needs.• Proficiency in Excel reporting• Stay updated on industry best practices and emerging technologies.Stakeholder Collaboration:• Collaborate with various departments, including Operations, Customer Service, and HR, to ensure alignment with workforce management goals.• Communicate effectively with senior management to present strategies, results, and improvement plans.Qualifications:• Bachelor's degree in a relevant field (e.g., Business, Operations Management, or similar). Master's degree preferred.• Proven experience in workforce management, preferably in a leadership role.• Strong knowledge of WFM software, tools, and methodologies.• Exceptional analytical, problem-solving, and decision-making skills.• Excellent communication and interpersonal skills.• Leadership experience with a focus on team development and performance optimization.• Ability to work in a fast-paced, dynamic environment.• Strong project management skills and the ability to drive change and improvement.

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