WNS, part of Capgemini, is an Agentic AI-powered leader in intelligent operations and transformation, serving more than 700 clients across 10 industries, including Banking and Financial Services, Healthcare, Insurance, Shipping and Logistics, and Travel and Hospitality. We bring together deep domain excellence – WNS’ core differentiator – with AI-powered platforms and analytics to help businesses innovate, scale, adapt and build resilience in a world defined by disruption. Our purpose is clear: to enable lasting business value by designing intelligent, human-led solutions that deliver sustainable outcomes and a differentiated impact. With three global headquarters across four continents, operations in 13 countries, 65 delivery centers and more than 66,000 employees, WNS combines scale, expertise and execution to create meaningful, measurable impact. Key Responsibilities Lead volume forecasting for inbound, outbound, back‑office, and digital channels (chat/email/social). Incorporate client inputs, seasonality, promotions, and market trends into forecasts, own forecast accuracy at program and portfolio level, and drive scenario planning for ramp‑ups, transitions, and new business. Develop FTE plans aligned with contractual SLAs, revenue targets and productivity goals. Manage headcount planning, hiring plans and training pipelines; ensure alignment with financial budgets, margin targets and cost‑optimization goals. Work closely with Finance on billing, revenue leakage and utilization, and oversee the creation of efficient schedules considering shrinkage, occupancy and coverage gaps. Balance client SLAs with employee experience, manage multi‑skill and multi‑channel scheduling across programs, optimize break/lunch planning and shift rotations. Lead intraday performance management across multiple queues/programs. Drive real‑time decisions on queue rebalancing, overtime, VTO and cross‑skilling utilization. Act as the escalation point for service‑level risks, outages and volume spikes, and ensure adherence to schedule compliance and shrinkage controls. Act as the WFM SPOC for clients, participating in governance calls and business reviews. Present WFM insights, risks and action plans in weekly/monthly quarterly reviews. Partner with Operations, Training, Quality, HR and IT teams, and build credibility as a trusted advisor on workforce strategy and optimization. Own and publish key WFM metrics (Service Level, ASA, Abandon Rate, Forecast Accuracy, Schedule Adherence, Occupancy, Shrinkage, Utilization). Drive root cause analysis for misses, continuous improvement and lead a team of WFM managers, analysts and schedulers. Define clear KPIs, drive accountability, and improve team productivity. Enable career growth through training, mentoring and succession planning, and build strong bench strength. Drive WFM maturity improvement initiatives such as centralization and standardization. Implement automation, AI‑driven forecasting tools and digital WFM solutions. Lead transition support for new client migrations and process expansions. Establish best practices aligned with COPC, Six Sigma and Lean methodologies. Ensure compliance with client SLAs, contractual obligations and internal governance frameworks. Manage audit readiness and process documentation. Identify risks proactively and implement mitigation strategies. Qualifications Bachelor’s degree (MBA or equivalent preferred). 10–15 years of experience in BPO/Contact Center. WFM experience 5+ years in a leadership role managing multiple programs/accounts. Experience handling large‑scale operations (500+ FTEs preferred). Exposure to global delivery models (US/UK/AU geographies). #J-18808-Ljbffr