WFM Planner at WNS Global Services

Milnerton, Western Cape, South Africa -

Full Time

Start Date

Immediate

Expiry Date

19 Aug, 26

Salary

0.0

Posted On

21 May, 26

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

WFM Scheduling, Verint, Genesys, Advanced Excel, Analytical Thinking, Stakeholder Management, COPC, Lean, Six Sigma, Capacity Planning, Shrinkage Management, SLA Adherence, Power BI, RCA, Multi-skill Scheduling, BPO Operations

Industry

Business Consulting and Services

Description

Company Description 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. Job Description Key Responsibilities 1. Schedule Planning & Design Create weekly and monthly schedules for assigned accounts across:Voice (inbound/outbound) Non-voice (chat, email, back-office) Align schedules with client SLAs, forecast inputs, and contractual commitments Ensure optimal coverage for 24/7 global operations (US, PHL,SA ) Factor in shrinkage components:Planned (training, leave, meetings)Unplanned buffers as per benchmarks 2. Schedule Optimization & Efficiency Management Drive improvements in:Schedule Efficiency (SE)Coverage accuracy vs requirement SLA adherence Optimize multi-skill and multi-queue scheduling leveraging cross-utilization Identify gaps (over/understaffing) and recommend corrective actions 3. Workforce Calendar & Shrinkage Management Own and maintain agent calendars ensuring:Accurate leave tracking Training and development allocationShrinkage adherence as per targets Collaborate with Training, Quality, and Operations teams to plan activities with minimal service impact 4. Intraday Coordination (RTA Alignment) Partner with RTA/Command Center teams for intraday performance management Support execution of corrective actions:Overtime / Shift extensionsVoluntary Time Off (VTO) Queue rebalancing and skill adjustments Proactively flag risks related to service level deviations 5. Client & Internal Stakeholder Engagement Act as Scheduling SME for allocated accounts Support governance cadence:Internal WFM reviews Weekly/Monthly client calls (WBR/MBR) Communicate scheduling risks, assumptions, and mitigation plans clearly 6. Reporting, Analytics & Insights Track and publish scheduling metrics:Schedule Adherence (%)Schedule Efficiency (%)Shrinkage variance Coverage accuracy Conduct RCA for SLA misses linked to scheduling gaps Leverage Excel, Power BI frameworks for reporting 7. Tools & SystemsWork on WFM platforms:Verint / Genesys Ensure data accuracy and system integrity Support automation initiatives and best practice standardization 8. Governance, Compliance & Quality Ensure adherence to:Client contractual SLAs and KPIs WNS governance frameworks and audit standards Labor compliance and shift policies Maintain audit-ready documentation for internal/external reviews Key Skills & Competencies Strong understanding of WFM scheduling practices in BPO Knowledge of COPC / Lean / Six Sigma concepts Hands-on expertise in WFM tools (IEX, Verint, etc.) Advanced Excel skills (what-if analysis, scenario planning Strong analytical thinking and attention to detail Effective communication and stakeholder management skills Ability to manage multi-client, multi-LOB environments Qualifications Graduate in any discipline 4–7 years of WFM experience, with 2–3 years in scheduling role Experience handling mid-to-large accounts (150–500 FTE) Exposure to insurance, travel, healthcare, or BFSI verticals (common at WNS) is a plus Additional Information US Rotational Night Shift

Responsibilities

Responsible for creating and optimizing weekly and monthly schedules for voice and non-voice accounts to ensure optimal coverage and SLA adherence. Manages workforce calendars, shrinkage, and coordinates with RTA teams for intraday performance management.