Assistant Manager Workforce Planning - Mumbai

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 new-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 expert...