Group Manager - WFM

Responsibilities

• Lead volume forecasting for inbound, outbound, back-office, and digital channels to ensure high forecast accuracy.
• Develop FTE plans and capacity models aligned with contractual SLAs, revenue targets, and productivity goals.
• Oversee scheduling strategies to optimize coverage, shrinkage, and occupancy while balancing employee work-life balance.
• Manage real-time operations (RTA Command Center) to drive intraday performance and handle service level risks or volume spikes.
• Act as the primary WFM point of contact for clients, presenting insights and action plans during business reviews (WBR/MBR/QBR).
• Lead and mentor a team of WFM Managers, Analysts, Schedulers, and RTAs to drive accountability and career growth.
• Drive process excellence through automation, AI-driven forecasting tools, and standardization initiatives.
• Ensure compliance with client SLAs, contractual obligations, and internal governance frameworks.

Requirements

• Bachelor's degree (MBA or equivalent preferred).
• 10–15 years of experience in BPO or Contact Center environments.
• 5+ years of WFM leadership experience managing multiple programs or accounts.
• Proven experience handling large-scale operations (500+ FTEs preferred).
• Exposure to global delivery models across US, UK, or AU geographies.
• Ability to work US rotational night shifts.

About the Company

WNS, part of Capgemini, is an Agentic AI-powered leader in intelligent operations and transformation. Serving more than 700 clients across 10 industries, including Banking, Healthcare, and Travel, WNS combines deep domain excellence with AI-powered platforms to help businesses innovate, scale, and build resilience. With over 66,000 employees globally, we design intelligent, human-led solutions that deliver sustainable outcomes and measurable impact.