•Strategic Forecasting & Modeling: Subject matter expertise in contact center demand forecasting. Own the end-to-end forecasting lifecycle for multi-channel contact volume,Average Handle Time (AHT), and total workload. Apply advanced statistical methods (time-series, regression, Erlang modeling) to account for seasonality, product launches,billing cycles, and marketing campaigns. Develop robust scenario-planning variations to mitigate operational risk and evaluate the downstream staffing impact of policy or product shifts.
•Capacity Planning Strategy: Translate volume forecasts into full-time equivalent requirements, providing long-term capacity guidance to the talent acquisition and training teams, to ensure staffing projections and recent-hire cohorts align precisely with operational budgets. Conduct rigorous root-cause analyses on forecast variances, establishing transparent communication loops to adjust future baselines.
*Schedule Optimization & Roster Design: Subject matter expertise in contact center staffing.



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 cus

📌 Assistant Manager Workforce Planning (Mumbai)
🏢 SyncUp
📍 Mumbai