Company Description

WNS (Holdings) Limited (NYSE: WNS) is a global Business Process Management (BPM) leader. WNS offers business value to 400+ global clients by combining operational excellence with deep domain expertise in key industry verticals, including Banking and Financial Services, Consulting and Professional Services, Healthcare, Insurance, Manufacturing, Retail and Consumer Packaged Goods, Shipping and Logistics, Telecommunications, Travel and Utilities. WNS South Africa has been in operation since 2003 and built a reputation as the industry leader for Business Process Outsourcing (BPO) in South Africa, with a growing footprint into Africa. We are a strategic partner for delivering a full range of basic to complex processes from our eight delivery centers across South Africa, employing 4000+ people.Why join us?We promise our employees to experience role clarity, coaching and mentoring, professional development and structured career path through our 5 people promises and keeping employee experience at the core. Experience the culture of outperformance, engagement, celebration and also contribute to society through our WNS Cares Foundation, where you have the opportunity to support meaningful initiatives and make an impact in the community.

Job Description

Role Purpose - The General Manager – Workforce Management is responsible for leading end-to-end WFM strategy across forecasting, capacity planning, scheduling, real-time management, and performance optimization.

The role ensures optimal workforce utilization, cost efficiency, service level adherence, and continuous improvement aligned with business objectives.

Key Responsibilities

Strategic Leadership

• Define and drive the overall WFM strategy aligned with organizational goals.

• Partner with Operations, Finance, HR, and Technology teams to support business growth and transformation initiatives.

• Lead large, multi-location WFM teams with strong governance and accountability.

Forecasting & Capacity Planning

• Own short-term, mid-term, and long-term volume forecasting across processes.

• Translate business demand into accurate capacity plans considering productivity, shrinkage, and attrition.

• Drive scenario planning for new business, seasonality, and demand volatility.

Scheduling & Resource Optimization

• Oversee schedule design, shift optimization, and staffing models to maximize efficiency.

• Ensure adherence to SLAs, KPIs, and regulatory requirements.

• Continuously improve schedule efficiency and occupancy.

Real-Time Management (RTM)

• Ensure effective real-time monitoring of queues, productivity, and service levels.

• Lead proactive decision-making to manage intraday risks and volume variances.

• Establish strong governance for adherence and exception management. Performance Management & Analytics

• Track and analyze WFM KPIs such as forecast accuracy, schedule efficiency, shrinkage, occupancy, and service levels.

• Provide actionable insights and dashboards to senior leadership.

• Drive data-backed decision-making across operations.

Process Improvement & Transformation

• Identify automation and digitization opportunities within WFM.

• Lead transformation initiatives including tool upgrades and advanced analytics.

• Standardize WFM processes across accounts and geographies.

Stakeholder Management

• Act as the single point of contact for WFM at a leadership level.

• Present capacity plans, risks, and performance insights to senior management and clients.

• Influence decision-making through strong business acumen and data storytelling.

People Leadership

• Build a strong leadership pipeline within WFM.

• Drive capability building, training, and succession planning.

• Foster a high-performance and continuous improvement culture.

Key Skills & Competencies

• Strong expertise in Forecasting, Capacity Planning, Scheduling, and RTM

• Deep understanding of contact center / operations environment

• Excellent analytical and problem-solving skills

• Strong stakeholder and executive communication skills

Experience in large-scale operations and multi-client environments

• Ability to manage ambiguity and high-pressure situations

• Strong people leadership and coaching skills 

Qualifications

Preferred Experience & Qualifications

• 12–18+ years of experience in Workforce Management or Operations Planning

• Minimum 5–7 years in a senior leadership role managing large WFM teams

• Exposure to WFM tools (e.g., NICE, Verint, Genesys, IEX, Aspect, etc.)

• MBA / Postgraduate degree preferred

• Experience in BPO / Shared Services / Contact Center environments Key Success Metrics

• Forecast accuracy

• Service level achievement

• Schedule efficiency & occupancy

• Cost optimization

• Attrition and shrinkage control

• Stakeholder satisfaction

Additional Information

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