Manager Workforce Planning – Mumbai

SyncUp; Mumbai; On-site; INR 1,800,000 - 3,000,000; Full time

Job summary

SyncUp in Mumbai, India, seeks a Strategic Forecasting & Modeling leader to own end-to-end forecasting for multi-channel contact volumes, AHT, and workload. You will apply time-series analysis, regression, and Erlang modeling to account for seasonality, product launches, billing cycles, and campaigns.

Collaborate with Talent Acquisition and Training to align hiring plans with budgets and SLAs. Drive schedule optimization, shrinkage management, workforce automation, and data analytics to improve

Responsibilities

• Own end-to-end forecasting for multi-channel contact volumes, AHT, and workload.
• Apply time-series, regression, and Erlang modeling to account for seasonality, launches, billing cycles, and campaigns.
• Develop scenario plans to evaluate staffing impacts from changes in business or policy.
• Translate demand forecasts into FTE requirements and long-term staffing plans.
• Collaborate with Talent Acquisition and Training to align hiring with budgets and SLAs.
• Analyze forecast variances and identify root causes to improve forecasting accuracy.
• Develop and optimize schedules across voice, chat, email, and back-office operations.
• Align staffing with forecasted demand to maximize service levels and minimize over/under-staffing.
• Plan training, meetings, coaching sessions, and offline activities without impacting SLAs.
• Manage shift bids, transfers, holidays, and time-off allocations fairly and efficiently.
• Monitor shrinkage and ensure compliance with labor laws and company policies.
• Recommend leave windows and overtime strategies to mitigate operational risk.
• Support WFM systems and AI-driven forecasting solutions.
• Maintain forecasting engine configurations within enterprise WFM platforms.
• Develop workforce management practices that support employee engagement and the overall people strategy.
• Contribute to next-generation workforce planning initiatives improving employee experience and organizational agility.
• Leverage SQL, Python, and BI tools to automate workforce reporting and analytics.
• Present complex data and forecasting insights to senior leadership.

Skills

Time-series analysis

Regression

Erlang modeling

Forecasting

Tools

SQL

Python

BI tools

Job description

• Strategic Forecasting & Modeling
• Own the end-to-end forecasting process for multi-channel contact volumes, Average Handle Time (AHT), and workload.
• Apply statistical forecasting techniques such as time-series analysis, regression, and Erlang modeling to account for seasonality, product launches, billing cycles, and marketing campaigns.
• Develop scenario plans to evaluate operational risks and staffing impacts resulting from business or policy changes.
• Capacity Planning
• Translate demand forecasts into Full-Time Equivalent (FTE) requirements and long-term staffing plans.
• Partner with Talent Acquisition and Training teams to align hiring plans with operational and budget requirements.
• Analyze forecast variances, identify root causes, and continuously improve forecasting accuracy.
• Schedule Optimization & Workforce Scheduling
• Develop and optimize schedules across voice, chat, email, and back-office operations.
• Align staffing with forecasted demand to maximize service levels while minimizing overstaffing and understaffing.
• Schedule training, meetings, coaching sessions, and other offline activities without impacting operational SLAs.
• Manage shift bids, internal transfers, holiday schedules, and time-off allocations fairly and efficiently.
• Shrinkage Management & Compliance
• Monitor and manage planned and unplanned shrinkage, including leave, breaks, lunches, and absenteeism.
• Ensure compliance with labor laws, overtime regulations, union agreements, and company scheduling policies.
• Recommend optimal leave windows and overtime strategies to mitigate operational risks.
• Workforce Automation
• Support the implementation and optimization of Workforce Management (WFM) systems and AI-driven forecasting solutions.
• Maintain and enhance forecasting engine configurations within enterprise WFM platforms.
• People Strategy
• Develop workforce management practices that support employee engagement and the overall people strategy.
• Contribute to next-generation workforce planning initiatives that improve employee experience and organizational agility.
• Data Analytics & Reporting
• Leverage SQL, Python, and Business Intelligence (BI) tools to automate workforce reporting and analytics.
• Analyze workforce data to identify trends and drive continuous operational improvements.
• Present complex data and forecasting insights in a clear, actionable format for senior leadership.