- Esperienza
- 4–6 anni
- Stipendio
- —
- Aperture
- 1
- Pubblicato
- 2 messaggi fa
- Modalità di lavoro
- In ufficio
- Istruzione
- Qualsiasi laureato
- Requisiti di ammissibilità
- Candidates with Grade 12 and a graduate qualification who have relevant workforce management experience, including forecasting, scheduling, and people management, may apply. Experience in contact center operations and exposure to real-time scheduling environments is expected.
- Riprendere
- È necessario candidarsi
Dove lavorerai
Descrizione del lavoro
Company Overview
WNS (Holdings) Limited is a worldwide business process management company serving more than 400 clients across multiple industries. In South Africa, WNS has operated since 2003 and is recognized as a leading business process outsourcing provider, with a growing presence across Africa. The company runs eight delivery centers in South Africa and has a workforce of over 4,000 people.
Why Work Here
Employees are supported through clear role expectations, coaching, mentoring, professional growth, and a structured career path built around the organization’s people commitments. The culture emphasizes strong performance, engagement, recognition, and community contribution through the WNS Cares Foundation.
Role Summary
The WFM Scheduler is responsible for building schedules from forecast and actual performance trends, improving resource efficiency, and helping real-time teams meet service level targets.
Key Duties
The role involves short-term forecasting and schedule planning for contact center operations across inbound, outbound, and non-voice channels in multi-channel and omni-channel environments. The scheduler will work with workforce management systems and telephony platforms, monitor intraday performance, adjust schedules based on day-of-week patterns and live business changes, and maintain effective real-time adherence and schedule optimization.
Additional duties include studying historical trends, identifying operational anomalies through real-time monitoring, overseeing the scheduling side of the WFM platform, detecting call-volume interruptions or system outages that affect contact center performance, and escalating business continuity concerns to the appropriate leaders without delay.
Experience and Technical Background
The ideal candidate should have strong command of workforce management concepts such as Erlang C, practical exposure to building schedules with WFM software or Erlang-based calculators, and a solid understanding of real-time adherence management. Experience with telephony and WFM tools such as Avaya, Presence, Cisco, Totalview, Blue Pumpkin, Aspect, and Genesys is valuable. Familiarity with Power BI and tools like MS Project or other requirement/project management software will be an added advantage.
Working Environment
This position operates in a 24/7 night-shift environment.
Qualifications
Applicants should have Grade 12 and a graduate-level qualification. The role calls for 4 to 6 years of experience, with at least 6 years in workforce management focused on forecasting and scheduling, along with 2 years of experience in managing others and/or workforce management leadership.
Other Notes
The job also references performance and discipline management as part of the role context.