Assistant Manager - WFM

Company Description

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 and Financial Services, Healthcare, Insurance, Shipping and Logistics, and Travel and Hospitality. We bring together deep domain excellence - WNS’ core differentiator - with AI-powered platforms and analytics to help businesses innovate, scale, adapt and build resilience in a world defined by disruption.Our purpose is clear: to enable lasting business value by designing intelligent, human-led solutions that deliver sustainable outcomes and a differentiated impact. With three global headquarters across four continents, operations in 13 countries, 65 delivery centers and more than 66,000 employees, WNS combines scale, expertise and execution to create meaningful, measurable impact.

Job Description

• Using Short-Term forecast, latest intraday/DOW volume arrival pattern, AHT trends create daily schedules/rosters on weekly/fortnightly/monthly basis (as per business requirement).• Ensure the daily/weekly SLAs are met.• Ensure the shifts are in accordance with HR policies.• Ensure each employee gets the mandatory offline time (like lunch/breaks/personal time etc.) in accordance with HR policies.• Schedule slots for making outbound calls/offline work (wherever applicable)• Schedule slots for training/meeting/coaching sessions (basis inputs from Ops/Quality/Training teams)• Incorporate planned leaves (if any, basis inputs from Ops)• Ensure to keep a buffer for unplanned leaves (basis actual historical trends)• Highlight to Ops in case of deficit and share overtime requirement to cover the deficit.10. Incorporate overtime (wherever applicable)• Share final schedule with Ops & RTA for execution. Manage a group of RTAs and lead Intraday management for the business

Qualifications

• Minimum of 3-5 years managing Workforce Operations in a call center environment• 3 Years supervisory experience• 5 year experience in RTA+Scheduling (Short term Planning)• Familiar on WFM tools such as Verint, Avaya CMS etc• Amenable to work Onsite