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
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