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12 WNS Group Manager Jobs
Group Manager - WFM - Forecasting
WNS
posted 19hr ago
Job Role Insights
Flexible timing
Key skills for the job
Job Description
- You will collaborate closely with various stakeholders to understand business needs, implement forecasting models, and drive continuous improvement initiatives
- Forecasting and Analysis: Develop and maintain accurate volume forecasts for multiple contact channels, considering historical data, seasonality, and business trends
- Monitor and analyze actual contact volumes against forecasts, identifying variances and implementing corrective actions as needed
- Utilize forecasting software and statistical techniques to enhance accuracy and efficiency
- Team Leadership: Lead a team of WFM analysts, providing guidance, coaching, and performance feedback
- Foster a collaborative and innovative team environment, encouraging knowledge sharing and skill development
- Set clear goals and objectives for the team, aligning with organizational targets and priorities
- Stakeholder Collaboration: Partner with Operations, Finance, and other key stakeholders to understand business objectives and drivers impacting volume forecasts
- Communicate forecast results, insights, and recommendations effectively to stakeholders at all levels, including senior leadership
- Continuous Improvement: Identify opportunities to enhance forecasting methodologies, processes, and tools, driving efficiency and accuracy improvements
- Lead initiatives to streamline data collection, analysis, and reporting processes, leveraging automation and technology where applicable
- Performance Management: Monitor key performance metrics related to volume forecasting, such as forecast accuracy, adherence to service level targets, and resource utilization
- Take proactive measures to address performance gaps and drive continuous improvement
- Qualifications: Bachelors degree in Statistics, Mathematics, Operations Research, or related field
- Masters degree preferred
- 5+ years of experience in workforce management, with a focus on volume forecasting in a contact center environment
- Strong analytical skills and proficiency in statistical modeling techniques
- Previous experience leading a team of analysts or WFM professionals
- Excellent communication and interpersonal skills, with the ability to interact effectively with cross-functional teams and senior leadership
- Proficiency in WFM software (eg, Verint, Aspect, NICE) and advanced proficiency in Microsoft Excel
- Ability to thrive in a fast-paced, dynamic environment and adapt quickly to changing business need
Employment Type: Full Time, Permanent
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What Group Manager at WNS are saying
Rating based on 172 Group Manager
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Anonymous · Procurement & Supply Chain
in Mumbai
The name is there in the market but there is very less work life Ballance.
- Job security - Good
The company itself is not good to work. No work life balance. They play with your bonus out and give it as per their wish. Minimum duration for promotion is 4 years even if you perform good. Want you to work on weekends also
- Promotions - Poor
Group Manager salary at WNS
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