Job Summary

Position: Senior Manager - Capacity Management Solution Line - ABS Shared Ops.

Job Type: Full Time.

Work Location: Gurgaon.

Working style: Hybrid.

Shift Time: Adaptable.

GCF Level: M35.

Requirements

- Required education and certifications critical for the role: Bachelor's degree or equivalent years of industry experience.

- Workforce Management certification

- Advanced Excel / Power BI certification.

- Required years of experience: 12 plus years of experience including 8 plus years in workforce management, forecasting, or capacity planning within complex operations / GCC / shared services

Responsibilities

- Own the workforce planning cycle for assigned businesses, integrating demand forecasts, productivity, shrinkage, service levels, attrition, hiring lead times, and financial constraints

- Build, maintain, and independently validate hands-on WFM, forecasting, demand, and capacity models in Excel; document assumptions, data sources, controls, and version history

- Produce rolling forecasts and capacity plans across strategic, tactical, and operational horizons; quantify gaps, surpluses, risks, and cost implications

- Run scenario and sensitivity analysis for demand volatility, transformation, automation, location mix, ramp curves, and changes in operating hours or service levels

- Lead periodic planning reviews with Operations, Finance, HR, and business stakeholders; convert analysis into hiring, redeployment, cross-skilling, overtime, or productivity actions





- Monitor forecast accuracy, capacity adherence, utilisation, occupancy, shrinkage, and productivity; investigate variance and drive continuous improvement in planning quality

Skills/competencies

- Commercial judgement - balances customer outcomes, cost, colleague experience, and operational risk

- Ability to challenge assumptions constructively and translate complex modelling into clear decisions

- Stakeholder management across Operations, Finance, HR, and senior business leaders

- High attention to detail, model governance, and documentation discipline

- People leadership and coaching capability, with accountability for recurring planning cadences and deadlines

- Hands-on workforce management modelling: demand, workload, capacity, FTE, shrinkage, occupancy, productivity, and service-level models

- Forecasting techniques including time-series, trend and seasonality analysis, moving averages, regression, scenario modelling, and forecast-accuracy measurement

- Demand and capacity planning across annual, quarterly, monthly, weekly, and intraday horizons

- Advanced Excel: complex formulas, PivotTables, Power Query, data validation, sensitivity analysis, dashboards

Disclaimer: This job posting and Location has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.

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