Job Description

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.

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

Qualifications

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

Additional Information

US Rotational Night Shift