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 Schedule Planning & DesignCreate weekly and monthly schedules for assigned accounts across Voice (inbound/outbound) and 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) and Unplanned buffers as per benchmarks.
Schedule Optimization & Efficiency ManagementDrive improvements in Schedule Efficiency (SE) and Coverage accuracy vs requirement. Enforce SLA adherence and optimize multi‑skill and multi‑queue scheduling leveraging cross‑utilization. Identify gaps (over/under‑staffing) and recommend corrective actions.
Workforce Calendar & Shrinkage ManagementOwn and maintain agent calendars, ensuring accurate leave tracking, training and development allocation, and shrinkage adherence as per targets. Collaborate with Training, Quality, and Operations teams to plan activities with minimal service impact.
Intraday Coordination (RTA Alignment)Partner with RTA/Command Center teams for intraday performance management. Support execution of corrective actions: Overtime / Shift extensions, Voluntary Time Off (VTO), queue rebalancing and skill adjustments. Proactively flag risks related to service level deviations.
Client & Internal Stakeholder EngagementAct as Scheduling SME for allocated accounts and support governance cadence: Internal WFM reviews, weekly/monthly client calls (WBR/MBR). Communicate scheduling risks, assumptions, and mitigation plans clearly.
Reporting, Analytics & InsightsTrack and publish scheduling metrics: Schedule Adherence (%), Schedule Efficiency (%), Shrinkage variance, Coverage accuracy. Conduct RCA for SLA misses linked to scheduling gaps. Leverage Excel and Power BI frameworks for reporting.
Tools & SystemsWork on WFM platforms: Verint / Genesys. Ensure data accuracy and system integrity, support automation initiatives and best practice standardization.
Governance, Compliance & QualityEnsure 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. QualificationsGraduate in any discipline with 4–7 years of WFM experience, including 2–3 years in a scheduling role. Experience handling mid‑to‑large accounts (150–500 FTE) and exposure to insurance, travel, healthcare, or BFSI verticals is a plus.
Additional InformationUS Rotational Night Shift. #J-18808-Ljbffr
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