Workforce Management Scheduler

About the role

WNS South Africa is looking for a WFM Scheduler in Cape Town. The resource creates schedules based on forecast and actual trends, improves resource efficiency and supports real-time teams in meeting their service levels. The role works in a 24/7 night-shift environment.

Key responsibilities

• Create schedules based on forecast and actual trends, and improve resource utilization
• Support real-time teams to manage and achieve SLAs
• Build schedules using WFM software and Erlang C calculators, and manage large-scale scheduling
• Intraday forecasting and day-of-week adjustments of schedules
• Optimize existing schedules based on actual trends and study historical trends, business changes and operational effectiveness
• Identify call routing anomalies using real-time monitoring applications
• Oversee and maintain the WFM platform from a scheduling perspective
• Identify real-time call volume interruptions and system outages affecting contact center performance, and escalate them to business continuity leaders

Required profile

• 4-6 years of experience, including at least 6 years in workforce management with forecasting/scheduling and people management
• 2 years managing others or in workforce management
• Grade 12 education; any graduate qualification accepted

Required skills

• Short-term forecasting and scheduling in inbound, outbound and non-voice channels, multi/omni-channel environments
• Telephony platforms such as Avaya, Presence and Cisco
• WFM tools such as Totalview, Blue Pumpkin, Aspect and Genesys
• Power BI and requirements or project management tools such as MS Project are an added advantage

The company describes its employee experience through five people promises, coaching and mentoring, professional development and career paths, and its WNS Cares Foundation.