Job Title

Role: Workforce Services Manager– Forecasting & Capacity PlanningCareer Level: Manager CL7Location: Bengaluru, Rotational shiftBusiness Unit: Operations / Workforce Strategy / Planning & AnalyticsRole 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 ResponsibilitiesStrategic Forecasting & PlanningOwn and lead short-, mid-, and long-term demand forecasting models across programs, accounts, and geographiesTranslate business growth plans, pipeline data, and seasonality trends into actionable capacity plansDrive scenario modeling (best/worst/most likely) to support leadership decision-makingCapacity & Workforce OptimizationDesign and govern capacity planning frameworks across delivery, shared services, and support functionsBalance demand vs. supply using levers such as hiring, redeployment, cross-skilling, automationPartner with HR and Talent team son hiring plans, skill optimization, and workforce readinessFinancial & Business ImpactEnsure alignment between capacity plans, budget, and financial targets (revenue, margin, cost-to-serve)Identify productivity, utilization, and cost optimization opportunitiesSupport business cases for growth, transformation, and efficiency initiativesStakeholder LeadershipAct as a trusted advisor to Senior Leadership, Account Leads, and Delivery ExecutivesLead executive-level reviews on forecast accuracy, capacity risks, and mitigation plansInfluence and drive adoption of planning best practices across the organizationAnalytics, Tools & TransformationDrive advanced analytics, automation, and AI/ML-based forecasting initiativesOwn governance of forecasting and capacity planning tools, dashboards, and KPIsContinuously improve forecast accuracy, planning maturity, and data qualityPeople & Team LeadershipLead and mentor high-performing planning and analytics teamsBuild succession, capability depth, and future-ready skills within the functionKey Metrics / KPIsForecast accuracy (demand and capacity)Utilization and productivityCost optimization and margin impactHiring vs. capacity varianceSLA / service level adherenceEducation Qualifications:Graduate from any stream.Experience:15+ years of experience in workforce planning, demand forecasting, capacity planning, or operations strategyStrong experience in large-scale, global delivery environments (BPO, IT services, consulting, or shared services)Proven leadership at senior manager / director level with enterprise exposureSkills& Competencies:Deep expertise in forecasting methodologies and capacity planning modelsStrong financial acumen and business storytelling skillsAdvanced analytics mindset; experience with planning tools, BI platforms, and automationExecutive presence with the ability to influence senior stakeholdersStrong people leadership and change management capability