WFM Planner (BPO)

TL;DR

WFM Planner (BPO): Creating and optimizing weekly and monthly schedules for voice and non-voice accounts with an accent on SLA adherence and coverage accuracy. Focus on maximizing schedule efficiency, managing shrinkage, and coordinating intraday performance to ensure 24/7 global operational stability.

Location: Bridgepark Bridgeway Century City, Cape Town, South Africa. US Rotational Night Shift

Company

Agentic AI-powered leader in intelligent operations and transformation serving over 700 global clients across various industries.

What you will do

• Design weekly and monthly schedules for voice and non-voice channels aligned with client SLAs and forecast inputs.
• Optimize schedule efficiency and coverage for 24/7 global operations across US, PHL, and SA.
• Manage agent calendars, including leave tracking, training allocation, and shrinkage buffers.
• Coordinate with RTA/Command Center for intraday performance management and corrective actions.
• Act as Scheduling SME in client governance calls (WBR/MBR) and internal reviews.
• Publish scheduling metrics and conduct root cause analysis (RCA) for SLA misses using Excel and Power BI.

Requirements

• Graduate degree in any discipline.
• 4–7 years of WFM experience, with 2–3 years specifically in a scheduling role.
• Experience managing mid-to-large accounts (150–500 FTE).
• Proficiency in WFM tools such as Verint or Genesys.
• Advanced Excel skills for what-if analysis and scenario planning.
• Knowledge of COPC, Lean, or Six Sigma concepts.

Nice to have

• Exposure to insurance, travel, healthcare, or BFSI verticals.

Culture & Benefits

• Part of Capgemini, a global leader in business transformation and intelligent operations.
• Exposure to a wide range of industries and high-scale global delivery models.
• Work environment utilizing AI-powered platforms and advanced analytics.