- 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-ge

📌 Manager Workforce Planning (Mumbai)
🏢 SyncUp
📍 Mumbai