WFM Planner

Responsibilities

• Create weekly and monthly schedules for voice and non-voice accounts to ensure optimal coverage and SLA adherence.
• Optimize schedule efficiency and coverage accuracy while managing multi-skill and multi-queue scheduling.
• Manage workforce calendars, including leave tracking, training allocation, and shrinkage management.
• Partner with RTA and Command Center teams to manage intraday performance and execute corrective actions.
• Act as a Scheduling Subject Matter Expert (SME) for client governance and internal reviews.
• Track and publish key metrics such as schedule adherence, efficiency, and shrinkage variance using Excel and Power BI.
• Ensure compliance with client contractual SLAs, labor policies, and WNS governance frameworks.

Requirements

• 4–7 years of Workforce Management (WFM) experience, with 2–3 years specifically in a scheduling role.
• Proven experience handling mid-to-large accounts (150–500 FTE).
• Hands-on expertise with WFM tools such as Verint, Genesys, or IEX.
• Advanced Excel skills, including what-if analysis and scenario planning.
• Strong analytical thinking and attention to detail.
• Ability to work US rotational night shifts.

Preferred Qualifications

• Knowledge of COPC, Lean, or Six Sigma methodologies.
• Experience in insurance, travel, healthcare, or BFSI verticals.

About the Company

WNS, part of Capgemini, is an Agentic AI-powered leader in intelligent operations and transformation. We serve more than 700 clients across 10 industries, including Banking and Financial Services, Healthcare, Insurance, Shipping and Logistics, and Travel and Hospitality. We combine deep domain excellence with AI-powered platforms and analytics to help businesses innovate, scale, and build resilience.