Wfm Scheduler

Wns; Cape Town; On-site; ZAR 300,000 - 500,000; Full time

Job summary

A leading company in Business Process Management is seeking a WFM Scheduler in Cape Town. The role focuses on optimizing workforce schedules based on trends and SLAs within a mid-senior level environment. Ideal candidates should have extensive experience in workforce management principles and a strong grasp of scheduling tools. This position provides an opportunity to enhance operational efficiency and contribute to a collaborative team culture.

Qualifications

• 4-6 years in workforce management experience.
• Minimum 2 years managing others.
• Experience in a 24/7 night shift environment.

Responsibilities

• Create schedules using forecast and actual trends.
• Support real-time teams to manage SLAs.
• Oversee WFM system and manage outages.

Skills

Erlang C

Workforce Management principles

Short-term forecasting

Scheduling within contact centers

Resource utilization

Education

Grade 12

Any graduate

Tools

WFM software

Telephony platforms

Job description

WNS Cape Town, Western Cape, South Africa
WFM Scheduler

Company Description

WNS (Holdings) Limited (NYSE : WNS) is a global Business Process Management (BPM) leader.

WNS offers business value to + global clients by combining operational excellence with deep domain expertise in key industry verticals, including Banking and Financial Services, Consulting and Professional Services, Healthcare, Insurance, Manufacturing, Retail and Consumer Packaged Goods, Shipping and Logistics, Telecommunications, Travel and Utilities.

WNS South Africa has been in operation since and has built a reputation as an industry leader for Business Process Outsourcing (BPO) in South Africa, with a growing footprint into Africa.

We are a strategic partner for delivering a full range of processes from basic to complex, across our eight delivery centers in South Africa, employing + people.

Why join us?

We promise our employees role clarity, coaching and mentoring, professional development, and a structured career path through our five people promises, keeping employee experience at the core.

Experience a culture of outperformance, engagement, celebration, and contribute to society through our WNS Cares Foundation, supporting meaningful community initiatives.

Job Description

This WFM resource is responsible for creating schedules based on forecast and actual trends, improving efficiencies, and enhancing resource utilization.

Support real-time teams to manage and achieve SLAs.

The role requires expert understanding of Workforce Management principles such as Erlang C, extensive experience with short-term forecasting and scheduling within contact centers across inbound, outbound, and non-voice channels, and proficiency with various WFM tools and telephony platforms.

Responsibilities include building and managing schedules using WFM software and Erlang C calculators, managing intraday forecasting and schedule adjustments, analyzing historical trends, and identifying call routing anomalies.

The role also involves overseeing the WFM system, managing system outages, and escalating issues impacting contact center performance.

Qualifications

Experience: 4-6 years in workforce management, including at least 2 years managing others or in a similar role.

Educational qualification: Grade 12 or any graduate.

Additional Information: 24/7 night shift environment.

Additional Details

Seniority level: Mid-Senior level

Employment type: Full-time

Job function: Other

Industries: Outsourcing / Offshoring