WFM Planner

Responsibilities

• 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
• 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
• 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
• 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
• 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
• 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
• Tools & SystemsWork on WFM platforms:Verint / Genesys
• Ensure data accuracy and system integrity
• Support automation initiatives and best practice standardization
• 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
• 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
• US Rotational Night Shift

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