Permanent Group Manager – WFM | WNS Global Services Vacancies
Job Description
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WNS Global Services Vacancies – Group Manager – WFM
Location: Cape Town, Western Cape
Company: WNS Global Services
Job Type: Permanent
Job Sector: Business Operations
Company Description
WNS (Holdings) Limited (NYSE: WNS) is a global Business Process Management (BPM) leader. We deliver business value to 400+ clients worldwide by combining operational excellence with deep domain expertise in key industries, including Banking, Healthcare, Insurance, Retail, Travel, and more. With a presence in South Africa since 2003, WNS has established itself as an industry-leading BPO provider, operating across eight delivery centers and employing 4,000+ professionals.
At WNS, we prioritize employee growth and engagement through structured career development, coaching, and a culture of high performance. Our WNS Cares Foundation empowers employees to give back to society through meaningful community initiatives.
Job Description
We are seeking an experienced Group Manager – WFM to oversee Workforce Management strategies and drive operational efficiency.
Key Responsibilities:
- Real-Time Management: Monitor and adjust staffing to meet service level targets.
- Scheduling & Reporting: Develop optimized schedules and generate real-time performance reports.
- Communication: Collaborate with team leads and management to ensure alignment on WFM adjustments.
- Data Analysis: Identify trends, provide insights, and recommend process improvements.
- Tools & Technology: Utilize WFM software (e.g., NICE IEX) and maintain proficiency in Excel reporting.
Qualifications
- Bachelor’s degree in Business, Operations Management, or related field.
- Proven experience as a Real-Time Analyst or WFM leader in a contact center environment.
- Expertise in WFM software, real-time monitoring, and Excel.
- Strong analytical, problem-solving, and decision-making skills.
- Excellent communication and interpersonal abilities.
- Ability to thrive in fast-paced, high-pressure scenarios.
Join WNS Global Services and lead a team dedicated to delivering卓越的运营绩效. Apply today!
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How to Apply
To apply for this position, click the “Apply Now” button or follow the specific instructions provided in the job description. Ensure that your CV and supporting documents are up to date and relevant to the position.
Please note: This job posting may be closed at any time by the employer, either due to internal recruitment policies, legal requirements, or once a suitable candidate has been found. We encourage you to apply as early as possible.
Only shortlisted candidates will be contacted.
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