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Group Manager - WFM - Forecasting

5-10 years

Pune

Group Manager - WFM - Forecasting

WNS

posted 6d ago

Job Description

Job Title: WFM Volume Forecaster (Role Band B1 - Group Manager Level)
Position Summary:As a WFM Volume Forecaster at the Group Manager level (Role Band B1), you will be responsible for leading a team of analysts to forecast and analyze contact center volume trends, ensuring accurate predictions to support staffing decisions. You will collaborate closely with various stakeholders to understand business needs, implement forecasting models, and drive continuous improvement initiatives.
Key Responsibilities: 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: Bachelor's degree in Statistics, Mathematics, Operations Research, or related field. Master's 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 (e.g., Verint, Aspect, NICE) and advanced proficiency in Microsoft Excel.Ability to thrive in a fast-paced, dynamic environment and adapt quickly to changing business needs.


Qualifications

Bachelors degree


Employment Type: Full Time, Permanent

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WNS Interview Questions & Tips

Prepare for WNS Group Manager roles with real interview advice

Top WNS Group Manager Interview Questions

Q1. Different types of constraints and difference between primary key and foreign key?
Q2. What will you check if a person is NRI has come to branch for open a bank account.
Q3. What will you do if you find out a suspicious transaction?
View all 283 questions

What people at WNS are saying

3.3
 Rating based on 172 Group Manager reviews

Likes

The name is there in the market but there is very less work life Ballance.

  • Job security - Good
Dislikes

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
  • +1 more
Read 172 Group Manager reviews

Group Manager salary at WNS

reported by 1.2k employees with 8-21 years exp.
₹10.7 L/yr - ₹35 L/yr
11% less than the average Group Manager Salary in India
View more details

What WNS employees are saying about work life

based on 12k employees
54%
71%
69%
68%
Flexible timing
Monday to Friday
No travel
Day Shift
View more insights

WNS Benefits

Submitted by Company
Job Training
Health Insurance
Soft Skill Training
Cafeteria
Submitted by Employees
Free Transport
Cafeteria
Job Training
Soft Skill Training
Health Insurance
Work From Home +6 more
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WNS Pune Office Locations

View all
Pune Office
WNS Global Services, 3rd to 7th Floor, Wing A & B, Tower 1, Cyber City, Magarpatta City, Hadapsar Pune
Maharashtra 411013
Pune Office
WNS Business Management Consultant, 104, Sakore Nagar Road, Sakore Nagar, Viman Nagar Pune
Maharashtra 411014

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