Manager Workforce Planning - Mumbai
SyncUp • mumbai, mumbai • Posted July 09, 2026
Position Overview
•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 ...
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 ...