Workforce Services Manager

Role: Workforce Services Manager Forecasting & Capacity Planning

Career Level: Manager CL7

Location: Bengaluru, Rotational shift

Business Unit: Operations / Workforce Strategy / Planning & Analytics

Role Summary:

The AVP Forecasting & Capacity Planning is a senior leadership role responsible for driving enterprise-wide demand forecasting, capacity planning, scheduling, Real time analysis & workforce optimization strategies. This role partners closely with Client, Operations, Finance, HR, and Delivery leadership to ensure optimal resource utilization, cost efficiency, and service-level excellence across portfolios.

Key Responsibilities

• Strategic Forecasting & Planning
• Own and lead short-, mid-, and long-term demand forecasting models across programs, accounts, and geographies
• Translate business growth plans, pipeline data, and seasonality trends into actionable capacity plans
• Drive scenario modeling (best/worst/most likely) to support leadership decision-making
• Capacity & Workforce Optimization
• Design and govern capacity planning frameworks across delivery, shared services, and support functions
• Balance demand vs. supply using levers such as hiring, redeployment, cross-skilling, automation
• Partner with HR and Talent team son hiring plans, skill optimization, and workforce readiness
• Financial & Business Impact
• Ensure alignment between capacity plans, budget, and financial targets (revenue, margin, cost-to-serve)
• Identify productivity, utilization, and cost optimization opportunities
• Support business cases for growth, transformation, and efficiency initiatives
• Stakeholder Leadership
• Act as a trusted advisor to Senior Leadership, Account Leads, and Delivery Executives
• Lead executive-level reviews on forecast accuracy, capacity risks, and mitigation plans
• Influence and drive adoption of planning best practices across the organization
• Analytics, Tools & Transformation
• Drive advanced analytics, automation, and AI/ML-based forecasting initiatives
• Own governance of forecasting and capacity planning tools, dashboards, and KPIs
• Continuously improve forecast accuracy, planning maturity, and data quality
• People & Team Leadership
• Lead and mentor high-performing planning and analytics teams
• Build succession, capability depth, and future-ready skills within the function
• Key Metrics / KPIs
• Forecast accuracy (demand and capacity)
• Utilization and productivity
• Cost optimization and margin impact
• Hiring vs. capacity variance
• SLA / service level adherence

Education Qualifications:

• Graduate from any stream.

Experience:

• 15+ years of experience in workforce planning, demand forecasting, capacity planning, or operations strategy
• Strong experience in large-scale, global delivery environments (BPO, IT services, consulting, or shared services)
• Proven leadership at senior manager / director level with enterprise exposure

Skills& Competencies:

• Deep expertise in forecasting methodologies and capacity planning models
• Strong financial acumen and business storytelling skills
• Advanced analytics mindset; experience with planning tools, BI platforms, and automation
• Executive presence with the ability to influence senior stakeholders
• Strong people leadership and change management capability