I'm looking to lead workforce management initiatives where I can improve forecasting, capacity planning, scheduling, real-time performance, reporting, and operational efficiency.
Looking for a job
gulam rasool
@gulamrasool
I optimize contact center staffing, forecasting, scheduling, and real-time operations.
IndiaWhat I'm looking for
I'm currently managing workforce operations at IntouchCX, translating call-volume history into staffing forecasts, capacity plans, performance reporting, and real-time actions that protect service levels. I work across operations, clients, and WFM teams to align staffing needs, compliance, and cost efficiency.
Across Wipro, Concentrix, Teleperformance, Karvy Digikonnect, AMS Comtel BPMS, and Vertex Customer Solution India, I've led forecasting, scheduling, MIS, billing, and automation initiatives. I've managed 24/7 real-time coverage, led a 12-person RTA team, automated reporting with VBA macros, and supported multi-client workforce planning and financial tracking.
Experience
Work history, roles, and key accomplishments
IN
Current
Workforce Management Manager
IntouchCx
Aug 2025 - Present (1 year 1 month)
Managed workforce management functions including forecasting, capacity planning, scheduling, and real-time monitoring. Led the WFM team and ensured compliance with labor laws and company policies.
Education
Degrees, certifications, and relevant coursework
Sikkim Manipal University
Bachelor of Business Administration, Business Administration
2020 -
Pursued a Bachelor of Business Administration through distance education.
WE
West Bengal Board of Secondary Education
Secondary School Certificate, General Studies
Completed secondary education (SSC) and higher secondary education (HSC).
Availability
Looking for a job
Location
IndiaAuthorized to work in
Salary expectations
2500k+ INR
Job categories
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