Intraday Workforce Planner & Supervisor

WNS Careers - Philippines; Quezon City; On-site; PHP 720,000 - 1,200,000; Full time

Job summary

WNS Careers - Philippines in Manila is seeking a Workforce Management professional to lead scheduling and intraday management for a busy call center. You will oversee forecasting, daily rosters, and adherence to HR policies while coordinating with Ops, Training, and Quality teams.

The role requires 3–5 years in workforce operations, 3 years of supervisory experience, and strong experience with RTA scheduling and WFM tools such as Verint and Avaya CMS.

Qualifications

• Minimum of 3-5 years managing Workforce Operations in a call center.
• 3 Years supervisory experience.
• 5-year experience in RTA+ Scheduling (Short term Planning).
• Familiar on WFM tools such as Verint, Avaya CMS etc.

Responsibilities

• Using Short-Term forecast, latest intraday/DOW volume arrival pattern, AHT trends create daily schedules/rosters on weekly/fortnightly/monthly basis (as per business requirement).
• Ensure the daily/weekly SLAs are met.
• Ensure the shifts are in accordance with HR policies.
• Ensure each employee gets the mandatory offline time (like lunch/breaks/personal time etc.) in accordance with HR policies.
• Schedule slots for making outbound calls/offline work (wherever applicable)
• Schedule slots for training/meeting/coaching sessions (basis inputs from Ops/Quality/Training teams)
• Incorporate planned leaves (if any, basis inputs from Ops)
• Ensure to keep a buffer for unplanned leaves (basis actual historical trends)
• Highlight to Ops in case of deficit and share overtime requirement to cover the deficit.
• Incorporate overtime (wherever applicable)
• Share final schedule with Ops & RTA for execution. Manage a group of RTAs and lead Intraday management for the business

Skills

Workforce planning

Call center operations

Team supervision

Intraday management

Forecasting

Leave planning

Tools

Verint

Avaya CMS

Job description

WNS Careers - Philippines in Manila is seeking a Workforce Management professional to lead scheduling and intraday management for a busy call center. You will oversee forecasting, daily rosters, and adherence to HR policies while coordinating with Ops, Training, and Quality teams.

The role requires 3–5 years in workforce operations, 3 years of supervisory experience, and strong experience with RTA scheduling and WFM tools such as Verint and Avaya CMS.