WNS Global Services
Logistics, Travel and Hospitality, Banking and Financial Services, Healthcare, Insurance
WFMPlanner
“WFM Planner at WNS Global Services. Skills: WFM scheduling practices, scheduling metrics, RCA for SLA misses, stakeholder management. Create weekly and monthly schedules for assigned accounts. Align schedules with client SLAs, forecast inputs, and contractual commitments”
What You'll Achieve.
Align schedules with client SLAs; Ensure optimal coverage; Drive improvements in Schedule Efficiency (SE); Drive improvements in Coverage accuracy vs requirement; Drive improvements in SLA adherence; Shrinkage adherence as per targets; minimal service impact; service level deviations; Schedule Adherence (%); Schedule Efficiency (%); Shrinkage variance; Coverage accuracy; lasting business value; sustainable outcomes; differentiated impact
Industry & Context.
analytical thinking; Identify gaps (over/understaffing) and recommend corrective actions; Conduct RCA for SLA misses linked to scheduling gaps
US Rotational Night Shift
What They're Looking For.
Must Have
4–7 years of WFM experience, 2–3 years in scheduling role, Experience handling mid-to-large accounts (150–500 FTE)
Nice to Have
Exposure to insurance, travel, healthcare, or BFSI verticals
What You'll Do.
Create weekly and monthly schedules for assigned accounts
Align schedules with client SLAs
and contractual commitments
Ensure optimal coverage for 24/7 global operations
Factor in shrinkage components
Drive improvements in Schedule Efficiency (SE)
Drive improvements in Coverage accuracy vs requirement
Drive improvements in SLA adherence
Optimize multi-skill and multi-queue scheduling
Identify gaps (over/understaffing) and recommend corrective actions
Own and maintain agent calendars
Ensure accurate leave tracking
Ensure training and development allocation
Ensure shrinkage adherence as per targets
Collaborate with Training
and Operations teams to plan activities with minimal service impact
Partner with RTA/Command Center teams for intraday performance management
Support execution of corrective actions
Proactively flag risks related to service level deviations
Track and publish scheduling metrics
Conduct RCA for SLA misses linked to scheduling gaps
Work on WFM platforms
Ensure data accuracy and system integrity
Support automation initiatives and best practice standardization
Ensure adherence to Client contractual SLAs and KPIs
Ensure adherence to WNS governance frameworks and audit standards
Ensure adherence to Labor compliance and shift policies
Maintain audit-ready documentation
How You'll Work.
Team & Collaboration
cross-functional coordination; cross-utilization; Collaborate with Training, Quality, and Operations teams; Partner with RTA/Command Center teams; Client & Internal Stakeholder Engagement; Support governance cadence; Communicate scheduling risks, assumptions, and mitigation plans clearly
Communication Scope
Effective communication; stakeholder management
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