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Manager Workforce Planning - Mumbai

SyncUp
1 day ago
Full-time
On-site
Mumbai, Maharashtra, India
People Operations

 

  • Strategic Forecasting & Modeling
    • Own the end-to-end forecasting process for multi-channel contact volumes, Average Handle Time (AHT), and workload.
    • Apply statistical forecasting techniques such as time-series analysis, regression, and Erlang modeling to account for seasonality, product launches, billing cycles, and marketing campaigns.
    • Develop scenario plans to evaluate operational risks and staffing impacts resulting from business or policy changes.
  • Capacity Planning
    • Translate demand forecasts into Full-Time Equivalent (FTE) requirements and long-term staffing plans.
    • Partner with Talent Acquisition and Training teams to align hiring plans with operational and budget requirements.
    • Analyze forecast variances, identify root causes, and continuously improve forecasting accuracy.
  • Schedule Optimization & Workforce Scheduling
    • Develop and optimize schedules across voice, chat, email, and back-office operations.
    • Align staffing with forecasted demand to maximize service levels while minimizing overstaffing and understaffing.
    • Schedule training, meetings, coaching sessions, and other offline activities without impacting operational SLAs.
    • Manage shift bids, internal transfers, holiday schedules, and time-off allocations fairly and efficiently.
  • Shrinkage Management & Compliance
    • Monitor and manage planned and unplanned shrinkage, including leave, breaks, lunches, and absenteeism.
    • Ensure compliance with labor laws, overtime regulations, union agreements, and company scheduling policies.
    • Recommend optimal leave windows and overtime strategies to mitigate operational risks.
  • Workforce Automation
    • Support the implementation and optimization of Workforce Management (WFM) systems and AI-driven forecasting solutions.
    • Maintain and enhance forecasting engine configurations within enterprise WFM platforms.
  • People Strategy
    • Develop workforce management practices that support employee engagement and the overall people strategy.
    • Contribute to next-generation workforce planning initiatives that improve employee experience and organizational agility.
  • Data Analytics & Reporting
    • Leverage SQL, Python, and Business Intelligence (BI) tools to automate workforce reporting and analytics.
    • Analyze workforce data to identify trends and drive continuous operational improvements.
    • Present complex data and forecasting insights in a clear, actionable format for senior leadership.