General Manager - Workforce Management

General Manager - WFM - Healthcare - REF94129Y

Company Description

WNS (Holdings) Limited (NYSE: WNS), is a leading Business Process Management (BPM) company. We combine our deep industry knowledge with technology and analytics expertise to co-create innovative, digital-led transformational solutions with clients across 10 industries. We enable businesses in Travel, Insurance, Banking and Financial Services, Manufacturing, Retail and Consumer Packaged Goods, Shipping and Logistics, Healthcare, and Utilities to re-imagine their digital future and transform their outcomes with operational excellence.We deliver an entire spectrum of BPM services in finance and accounting, procurement, customer interaction services and human resources leveraging collaborative models that are tailored to address the unique business challenges of each client. We co-create and execute the future vision of 400+ clients with the help of our 44,000+ employees.

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 ResponsibilitiesStrategic 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 skillsPreferred 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 environmentsKey Success Metrics• Forecast accuracy• Service level achievement• Schedule efficiency & occupancy• Cost optimization• Attrition and shrinkage control• Stakeholder satisfaction

Qualifications

Bachelor's degree

Experience Level

Mid Level