Workforce Services Manager

Location: Bengaluru

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