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.

We have a fantastic opportunity for outstanding individuals to be appointed as Assistant Manager within the Workforce Management department. 

The Workforce Scheduler plays a key role in supporting the Service teams to deliver exceptional service to our customers. Accountable for day-to-day resourcing and scheduling of the Service team members, they will be responsible for all aspects of workforce planning, developing operational best practice and resource plans for all customer contact channels.

1.      Scheduling and Real Time Management

• Produce schedules that best fit the predicted work arrival and flow patterns, created by factors
• Make recommendations for recruitment to ensure staff numbers are adequate to meet expected demand
• Coordinate the programming of training, coaching and other activities to ensure business objectives are achieved
• Provide feedback on employee performance and areas for improvement
• Produce work, productivity and resource requirements on the day, and at regular lead up intervals to assist in decision making and activity programming.

2.      Reporting & Insights

• Monitor and report on performance of teams and individual staff against KPIs
• Identify trends and provide actionable insights to stakeholders
• Perform time and motion studies where required to report on handling time
• Create integrated database tracking tools for staffing shrinkage patterns to optimise resourcing forecasts

3.      Continuous improvement

• Make intra-day adjustments to the work and productivity forecast and scheduled activities to maximize service level outcomes and ensure off activity occurs as planned.
• Within the current year, identify potential impacts to service level or financial outcomes and make appropriate resource recommendations to the team managers

4.       People

• Building trust, and demonstrate empathy while providing feedback
• Work collaboratively with stakeholders to provide insights and feedback
• Stakeholder management to align and manage expectations

Any Graduate, (Preferred - Math and Statistics)

WFM Tools Competency i.e., IEX, Aspect, Blue-Pumpkin

Should have 4 years of Workforce Management experience from BPO industry

High attention to detail and accuracy

Strong written and oral communication skills

Solid working knowledge of Google Suite/Microsoft office suite in particular Excel/Sheets

Well-developed problem-solving skills and analytical skills

Time management and organizational skills

The ability to be flexible and adaptable to change in a dynamic work environment

Ability to work autonomously as well as part of a team

Exceptional listening and analytical skills

Good interpersonal and communication skills

Organized and data drive