Assistant Manager Workforce Planning – Mumbai

SyncUp; Mumbai; On-site; INR 1,500,000 - 2,200,000; Full time

Job summary

SyncUp in Mumbai seeks a Workforce Planning and Scheduling Lead to own the end-to-end forecasting lifecycle for multi-channel contact volume, AHT, and workload.

You will translate forecasts into staffing plans, design schedules across voice, chat, email, and back-office, and drive data-driven optimization using SQL, Python, and BI tools while ensuring labor compliance and effective shrinkage management.

Qualifications

• Subject matter expertise in contact center demand forecasting and staffing impact analysis.
• Experience with time-series, regression, and Erlang models to account for seasonality and campaigns.
• Translate forecasts into staffing requirements and long-term capacity plans.
• Develop scenario planning and risk mitigation for policy or product shifts.
• Ensure compliance with local labor laws in scheduling and shrinkage management.

Responsibilities

• Own end-to-end forecasting lifecycle for multi-channel contact volume, AHT, and workload.
• Design and optimize schedules across voice, chat, email, and back-office channels.
• Coordinate shift-bid processes, transfers, holidays, and time-off frameworks.
• Monitor shrinkage, overtime triggers, and labor compliance.
• Collaborate with Talent Acquisition, Training, and HR to align capacity with budgets.
• Lead data automation pipelines using SQL, Python, and BI tools.

Job description

• 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 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 cushion operational risks.
• Workforce Automation: Assist Workforce Planning Manager in the deployment of advanced workforce management tools and technologies, including AI and machine learning, to enhance forecasting practices. Own the configuration, performance, and maintenance of the forecasting engine within enterprise WFM platforms.
• People Strategy Alignment: Build Workforce management practices that can support our
• people agenda and the overall employee value proposition.
• Lead the development of the
• “Next Generation” workforce development practices in line with the change experience
• dynamics and employee expectations.
• Big data: Utilize data analytics to drive continuous improvement in workforce planning, scheduling, and performance management. Translate dense data visualizations and mathematical models into clear, actionable, executive-level insights for senior leaders.
• Implement data automation pipelines utilizing SQL, Python, or advanced business intelligence (BI) tools to streamline data aggregation and reporting