Manager Workforce Planning - Mumbai

•Strategic Leadership: Develop and implement a comprehensive forecasting, headcount
planning and Staffing strategy for  Customer Contact Centers with a view to delivery world class experience to our members and passengers.
•Strategic Forecasting & Modelling: Subject matter expertise in contact center demand forecasting. Design, execute, and continuously improve short-term, long-term, and intraday demand forecasting models for multi-channel operations (voice, chat, email,back-office). Apply advanced statistical techniques (e.g., regression analysis, correlation,time-series, and Erlang modelling) to account for seasonality, marketing campaigns, and macroeconomic factors. Construct rigorous scenario-planning variations to assess risk,predict shrinkage, and evaluate the operational impact of new product launches or policy shifts.
•Supply Planning & Budget Alignment: Translate volume forecasts into full-time equivalent (FTE) requirements, providing long-term capacity guidance to the talent acquisition and training teams, to ensure staffing projections and new-hire cohorts align precisely with operational budgets. Establish variance tolerances and establish proactive operational levers when actual volume deviates from the baseline plan.
*Schedule Optimization & Roster Design: Subject matter expertise in contact center demand forecasting and scheduling. Generate and optimize short- to medium-term schedules across multi-channel environments (voice, chat, email, back-office). Match shift placement perfectly against arrival patterns provided by the forecasting team to minimize overstaffing and understaffing. Coordinate the strategic placement of non-productive activities, including team meetings, training sessions, 1-on-1s, and coaching blocks, to protect operational SLAs. Administer shift-bid processes, internal transfers, holiday
scheduling, and time-off allocation frameworks fairly and transparently.
•Shrinkage Management & Labor Compliance: Track, analyze, and manage shrinkage inputs (planned and unplanned absences, breaks, lunches) within the scheduling software. Ensure strict compliance with local labor laws, union regulations, overtime caps, and corporate HR scheduling policies across all regions. Deliver data-driven recommendations on optimal time-off windows and required overtime (OT) triggers to cushion operational risks.

•Workforce Automation: Lead the deployment of advanced workforce management tools and technologies, including AI and machine learning, to enhance forecasting practices.Own the forecasting engine within Enterprise WFM tools (e.g., NICE, Genesys, Verint,Aspect, or Assembled).
•People Strategy Alignment: Build Workforce management practices that can support our
people agenda and the overall employee value proposition. Lead the development of the
“Next Generation” workforce development practices in line with the change experience
dynamics and employee expectations.
•Big data: Utilize data analytics to drive continuous improvement in workforce planning,
scheduling, and performance management. Translate dense data visualizations and
mathematical models into clear, actionable, executive-level insights for senior leaders.
Implement data automation pipelines utilizing SQL, Python, or advanced business
intelligence (BI) tools to streamline data aggregation and reporting
•Team Leadership and Collaboration: Manage, mentor, and upskill a high-performing
team of WFM Planning analysts. Work closely with cross-functional teams, including IT,
HR, and Customer Service, to ensure seamless integration of workforce management
practices. Collaborate with Experience Orchestration Center (EOC) team for real-time
execution to ensure the baseline assumptions behind rosters maximize scheduling
efficiency and agent utilization. Partner with Operations Managers to address scheduling
friction, optimize schedule flexibility, and balance operational needs with agent work-life
balance.
•Innovation: Stay abreast of industry trends and best practices in workforce management
and automation and implement innovative solutions to enhance operational efficiencies.
•Performance Management: Develop and implement performance metrics and KPIs to
monitor and improve workforce productivity and service quality.