WFM Planner

Key Responsibilities1. Schedule Planning & DesignCreate 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 commitmentsEnsure optimal coverage for 24/7 global operations (US, PHL,SA )Factor in shrinkage components:Planned (training, leave, meetings)Unplanned buffers as per benchmarks2. Schedule Optimization & Efficiency ManagementDrive improvements in:Schedule Efficiency (SE)Coverage accuracy vs requirementSLA adherenceOptimize multi-skill and multi-queue scheduling leveraging cross-utilizationIdentify gaps (over/understaffing) and recommend corrective actions3. Workforce Calendar & Shrinkage ManagementOwn and maintain agent calendars ensuring:Accurate leave trackingTraining and development allocationShrinkage adherence as per targetsCollaborate with Training, Quality, and Operations teams to plan activities with minimal service impact4. Intraday Coordination (RTA Alignment)Partner with RTA/Command Center teams for intraday performance managementSupport execution of corrective actions:Overtime / Shift extensionsVoluntary Time Off (VTO)Queue rebalancing and skill adjustmentsProactively flag risks related to service level deviations5. Client & Internal Stakeholder EngagementAct as Scheduling SME for allocated accountsSupport governance cadence:Internal WFM reviewsWeekly/Monthly client calls (WBR/MBR)Communicate scheduling risks, assumptions, and mitigation plans clearly6. Reporting, Analytics & InsightsTrack and publish scheduling metrics:Schedule Adherence (%)Schedule Efficiency (%)Shrinkage varianceCoverage accuracyConduct RCA for SLA misses linked to scheduling gapsLeverage Excel, Power BI frameworks for reporting7. Tools & SystemsWork on WFM platforms:Verint / GenesysEnsure data accuracy and system integritySupport automation initiatives and best practice standardization8. Governance, Compliance & QualityEnsure adherence to:Client contractual SLAs and KPIsWNS governance frameworks and audit standardsLabor compliance and shift policiesMaintain audit-ready documentation for internal/external reviewsKey Skills & CompetenciesStrong understanding of WFM scheduling practices in BPOKnowledge of COPC / Lean / Six Sigma conceptsHands-on expertise in WFM tools (IEX, Verint, etc.)Advanced Excel skills (what-if analysis, scenario planningStrong analytical thinking and attention to detailEffective communication and stakeholder management skillsAbility to manage multi-client, multi-LOB environments