Workforce Planning Lead - Scheduling & Intraday Ops

WNS Global Services; Cape Town; On-site; ZAR 201,000 - 268,000; Full time

Job summary

WNS Global Services in Cape Town is seeking a seasoned Workforce Scheduler to optimize staffing and intraday operations for a busy contact center. You will translate forecasts into daily rosters, monitor SLAs and ensure HR policy compliance across shifts.

Responsibilities include planning outbound slots, training sessions, leave coverage, and proactive overtime management, while leading a team of RTAs and coordinating with Ops and RTA for execution.

Qualifications

• Minimum 3–5 years managing Workforce Operations in a call center.
• 3 years supervisory experience.
• 5 years experience in RTA+Scheduling (Short term Planning).
• Familiar with WFM tools such as Verint, Avaya CMS.
• Amenable to work onsite.

Responsibilities

• Create daily schedules/rosters from forecast and inbound patterns.
• Ensure daily/weekly SLAs are met.
• Ensure shifts comply with HR policies.
• Ensure each employee receives required offline time.
• Schedule outbound calls/offline work and training/meeting sessions.
• Incorporate leaves and planned/unplanned time off and overtime as needed.
• Share final schedule with Ops & RTA for execution.
• Lead intraday management and manage RTAs.

Skills

Workforce management

Supervisory experience

RTA scheduling

Intraday management

Tools

Verint

Avaya CMS

Job description

WNS Global Services in Cape Town is seeking a seasoned Workforce Scheduler to optimize staffing and intraday operations for a busy contact center. You will translate forecasts into daily rosters, monitor SLAs and ensure HR policy compliance across shifts.

Responsibilities include planning outbound slots, training sessions, leave coverage, and proactive overtime management, while leading a team of RTAs and coordinating with Ops and RTA for execution.