Deputy Manager - Workforce Management - Healthcare
WNS Philippines
Muntinlupa, Metro Manila, Philippines
5d ago
Job Description

The Workforce Deputy Manager is responsible for all facets of workforce management for a multi-site call center operation. He/she is required to understand the broader direction of the businesses they support and serve as a subject matter expert for forecasting, planning, and staffing in an environment with a high degree of complexity.

The Workforce Deputy Manager will be: 

  • Focused on establishing and maintaining all workforce management goals associated with tracking, analyzing, capacity planning, headcount requirements, shrinkage, attrition and performance
  • He/she will act as key facilitator and liaison with the leadership team for all things workforce management related
  • Drive operational excellence related to workforce management
  • Develop and communicate all operational and call center short and long term plans
  • Monitor, track and analyze call center service level performance and scheduling assumptions
  • Engage business leaders in strategy discussions on all things workforce management related including determining workforce implications, translating business strategy into human capital needs and potential impacts
  • Identify and incorporate workload arrival pattern changes into long term FTE forecasts
  • Review metrics with all levels of leadership team to ensure consistent performance
  • Propose work flow and call routing strategies to maximize call handling performance while reducing the cost to serve Maintain full responsibility for projecting staffing requirements for new and existing clients based on utilization data
  • Utilize data to enhance customer service, manage workflow, and establish an environment focused on exceptional customer service
  • Build and develop a high performing team plans, organizes, staffs, directs and controls the day-to-day operations of the department to deliver on and exceed business expectations
  • Ability and experience in building individual team member competencies and skills in support of Workforce Optimization functions


  • 5+ years’ workforce management experience in call center operations or other high volume complex service or/or operational environment
  • Experience in workforce management software
  • Experience in predictive modeling/forecasting or operational analysis
  • Must possess a strong background in statistical methods, modeling techniques, and expert level user of MS Excel / Suite


  • Strong verbal and written communication skills, including the ability to effectively present material appropriate to the level of the audience
  • Experience working in fast pace environment with ability to manage multiple projects, appropriately prioritize workload, plan for resources to meet deadlines and goals, and respond to day-to-day functional needs.
  • Change Agent – Ability to lead and be productive through organization change and challenges
  • Trusted partner/influencer to bring increased credibility to the capacity planning function and gain buy-in from all levels of the organization
  • Ability to effectively communicate and/or present capacity plans and respond to questions from technical groups and management
  • Building partnerships and working collaboratively with others to meet shared objectives with diplomacy and confidentiality between multiple groups


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