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.

Produce accurate short term workload forecasts (signed off min. 4 weeks) Create & use simulation models to accurately forecast the impacts of any change & project implementation. Proactively deliver in-depth analysis to lead change and drive operational effectiveness & efficiency. Analyse multiple layers of data from varying sources to constantly improve agreed levels of accuracy, leveraging multi-variate and root cause analysis to extract insight to continuously improve the way we plan and operate.

Role & Responsibilities

• Develop, test & implement workload forecasting models.
• Partner with Workforce Capacity Planners, Ops & cross-functional teams to build staffing models optimised for cost and measurable business objectives
• Develop automated forecasting solutions at scale
• Continually identify forecasting performance gaps and implement improvements
• Identify process gaps in forecasting governance and input quality and drive accountability with stakeholders
• Lead monthly Forecasting Walkthroughs with WFM & key stakeholders, and own updates to BI-Monthly Forecasting Reviews
• Drive requirements with internal teams/data providers to close data & insight gaps and ensure maximum availability of data/forecasts at optimum granularity for business objectives
• Implement forecasting accuracy & tracking methods to continually review forecasting efficacy
• Generate insights and recommendations for senior leadership on an ad hoc & regular basis
• Share best practice and drive improvements in forecasting standards across the Global WFM Organization.

Preferred Bachelor's degree (or equivalent) in mathematics, science, statistics, economics or a related discipline (or equivalent professional experience)

Experience in Workforce Management or Capacity Planning, with a focus on Forecasting

Experience forecasting and/or planning for a global support organisation across multiple time zones

Expert skills in Excel, advanced in SQL, knowledge & experience of different forecasting models/methods

Knowledge of Business Intelligence tools e.g. Tableau, Microstrategy, Power BI

Experience setting technical requirements for process automation

Curiosity, problem-solving and analytical skills. Determination to work through ambiguity with minimal direction

Superb written and verbal communication skills, with an ability to craft business messaging appropriately & concisely for different audiences