Manager - Workforce Management - Australia

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.

**Why Join Us?**

At WNS, our mission is to enable clients to outperform with our passion for service and innovation. At the heart of each client engagement is our pursuit to understand our client’s business, and create impactful solutions that can drive agility and excellence into their business processes. Our promise of outperformance stems from our deep domain expertise, partnership approach and a global delivery network.

Our mission as an organization is guided by our CIRCLE of values: Client First, Integrity, Respect, Collaboration, Learning, Excellence.

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 enjoy wide variety of best in class benefits including free HMO coverage for self and dependent from Day 1; 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**:

- Provides clear expectations, makes decisions, and holds teams accountable for kicking goals
- Manages risk and empowers the team to deliver results
- Supports the team to act in the best interests of our customers through genuine interactions
- Challenges the status quo by supporting digital advancements and innovate solutions to new ways of working
- Promote flexible work practices, forming teams rapidly to deploy solutions for ever-shifting demands
- Models team work, leverage and manages team's strengths to deliver results and supprt others
- Builds teams that prosper from diversity of ideas and approach and celebrate inclusivity
- Creates an environment where safety and wellbeing is prioritised and actioned and people are motivated towards meaningful work and common goals

**Key Accountabilities**
- Lead and manage the WFM Team to deliver an effective, high quality, low cost operations to exceed customer, employee and shareholder objectives
- Accountable for building and maintaining a highly engaged and enabled workplace
- Lead abs develop the capacity of others through effective coaching, mentoring, professional development, and performance management
- Identify and lead opportunities to improve systems, processes and communications and work with peers to implement solutions that enhance the experience of people and customers
- Support and maintain a dynamic flexible scalable workforce across contact centers, leveraging common infrastructure, telephony, and footprint for scale advantage
- Virtual community lead for WFM Team
- Accountable for tye operational effectiveness of the IVR including outages, changes ans implementation of new technology
- Deliver high quality WFM tools and templates to drive consistency
- Explore data insights and contact centre best practice and bring recommendations for consideration ans decision to Contact Center Managers
- Drive consistency across WFM team including but not limited to, Planning, Scheduling, Optimisation, Dialer and IVR
- Deliver detailed modelling, data insights and contact center best practice
- Ensure all expenditure remains aligned with over budget, continually identifying opportunities to reduce expenditure and increase overall effectiveness

**Qualifications**:
**Key Job Requirements**
- Provide high quality operational and strategic support to the Contact Center Leadership teams through provision of accurate long and short term forecasts, attrition and staffing analysis and recommendations, and scenario modelling
- Promote consistency of process abs Workforce Planning offering through development and continuous improvement of standardised and efficient processes and templates
- Undertake productivity abs project implementation analysis ad scenario modelling at brand, function and national levels
- Deliver FTE, productivity and financial efficiencies

**Qualifications**
- Tertiary qualification in Business or Technology relates discipline (Desired)
- 5 years WFM experience
- 3-5 years experience in Contact Centre leadership or management role (mandatory)
- Experience in management of effective relationships with stakeholders across a complex organisation (mandatory)
- Previous business improvement and change management experience (mandatory)
- Previous insights experience (Desired)

**Other requirements**
- May be required to work from various locations as per stakeholder