المسمى الوظيفي

Company Overview

WNS, now part of Capgemini, is an intelligent operations and transformation organization powered by agentic AI. It supports over 700 clients across 10 industries, including banking and financial services, healthcare, insurance, shipping and logistics, and travel and hospitality. The company combines strong domain expertise with AI-driven platforms and analytics to help businesses innovate, scale, adapt, and stay resilient in changing conditions.

Its mission is to create lasting business value through human-led, intelligent solutions that drive sustainable outcomes and measurable impact. With three global headquarters across four continents, operations in 13 countries, 65 delivery centers, and more than 66,000 employees, WNS brings together scale, expertise, and execution.

Role Summary

The WFM Planner will be responsible for building, optimizing, and governing workforce schedules for assigned accounts. This role supports both voice and non-voice operations and plays a key part in ensuring service levels, coverage, and staffing efficiency across global, 24/7 environments.

Key Responsibilities

Develop weekly and monthly schedules for voice and non-voice processes, including inbound, outbound, chat, email, and back-office work.
Align staffing plans with client SLAs, forecast inputs, and contractual obligations.
Maintain adequate coverage for round-the-clock operations across the US, PHL, and South Africa.
Account for shrinkage elements such as training, leave, meetings, and benchmark-based unplanned buffers.
Improve schedule efficiency, coverage accuracy, and SLA adherence through better planning.
Use cross-skilling and multi-queue scheduling to improve workforce utilization.
Spot overstaffing and understaffing patterns and recommend corrective actions.
Manage agent calendars, including leave planning, training allocation, and shrinkage targets.
Coordinate with training, quality, and operations teams to reduce service disruption during planned activities.
Work with RTA and command center teams to manage intraday performance.
Support actions such as overtime, shift extensions, voluntary time off, queue rebalancing, and skill changes.
Escalate risks that may lead to service-level misses.
Serve as the scheduling subject matter expert for allocated accounts.
Participate in internal WFM reviews and weekly/monthly client governance calls.
Present scheduling risks, assumptions, and mitigation plans clearly to stakeholders.
Track and share metrics such as schedule adherence, schedule efficiency, shrinkage variance, and coverage accuracy.
Perform root-cause analysis for SLA misses related to scheduling issues.
Use Excel and Power BI-based reporting frameworks to analyze and present data.
Work on WFM systems such as Verint and Genesys, ensuring accurate and reliable data.
Support automation efforts and standard operating practice standardization.
Follow client SLA/KPI requirements, WNS governance standards, audit rules, and labor/shift compliance policies.
Maintain documentation that is ready for internal and external audits.

Skills and Competencies

This role calls for strong workforce management planning knowledge, sharp analytical ability, and confident communication. It also requires experience working in complex, multi-client environments and with enterprise WFM systems.

Qualifications

Graduation in any discipline is required.
4 to 7 years of overall workforce management experience.
At least 2 to 3 years of hands-on scheduling experience.
Experience supporting mid-sized to large accounts with 150 to 500 FTEs.
Exposure to insurance, travel, healthcare, or BFSI environments is considered an advantage.

Additional Information

This is a US rotational night shift role.

WFM Planner

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