Group Manager

Company Description
**WNS Global Services Inc.** (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. Globally, the group’s over 41,000+ Professionals serve across 60 delivery centers in 16 countries worldwide, including China, Costa Rica, India, the Philippines, Poland, Romania, South Africa, Sri Lanka, UK and US.

**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**:

- 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 support others
- Builds teams that prosper from diversity of ideas and approach and celebrate inclusivity
- Creates an environment where safety and wellbeing is prioritized 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 the operational effectiveness of the IVR including outages, changes and implementation of new technology
- Deliver high quality WFM tools and templates to drive consistency
- Explore data insights and contact center best practice and bring recommendations for consideration and decision to Contact Center Managers
- Drive consistency across WFM team including but not limited to, Planning, Scheduling, Optimization, 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 standardized 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**:
**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 organization (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 stakeholders needs
- Some interstate travel may be required
- Additional