Open to opportunities

Ritu Joshi

@ritujoshi

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Workforce Management leader specializing in capacity planning, forecasting, and scheduling excellence.

India

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What I'm looking for

I’m open to leadership opportunities across Workforce Management, Forecasting, Scheduling, Capacity Planning, Operations Transformation, Program Management, Agile Delivery, and Site Leadership—driving real-time governance, scalable models, and measurable operational outcomes.

I’m a strategic, data-driven Workforce Management, Forecasting, and Scheduling leader with 21 years of overall experience and 16+ years in enterprise Capacity Planning and Operational Excellence across large-scale, regulated environments. I’ve led workforce planning and scheduling operations for 2,000+ FTEs across multiple geographies, partnering with Operations, Product, HR, Technology, and leadership to deliver measurable outcomes.

Certified ScrumMaster (CSM), I combine servant leadership and continuous improvement with strong WFM governance to build and scale forecasting models, staffing strategy, and real-time workforce management. I’ve improved forecast accuracy to 95%+, reduced shrinkage by ~8%, and sustained 90%+ SLA adherence across Voice and Non-Voice operations—while optimizing cost structures and improving decision quality through MIS, analytics, and executive reporting.

Experience

Work history, roles, and key accomplishments

Current

Senior Headcount Planner

Current

Amazon India

Oct 2024 - Present (1 year 9 months)

Own long-term (1–4 year) EU capacity and headcount plans aligned with Finance, Operations, and Outsourcing to meet productivity and cost targets. Standardize planning tools and capacity models to enhance forecasting accuracy (90%) and deliver executive-level operational insights.

Capacity Planning Headcount Modelling Workforce Management Forecasting Executive Reporting Network Optimization Abandonment Rate Reduction Cost Optimization Operational Planning

Head - Capacity & WFM

Amazon Pay

Jul 2022 - Sep 2024 (2 years 2 months)

Led end-to-end forecasting, scheduling, and workforce planning for 8 business units, improving forecast accuracy from ~30% to 90%+ and strengthening schedule adherence (~95%). Reduced shrinkage by ~8–10% through workforce governance redesign, real-time monitoring, and automated MIS dashboards.

Workforce Management Forecasting Workforce Scheduling Capacity Planning Intraday Management Automation Stakeholder Management Productivity Optimization

Assistant Vice President - WFM Head

Citibank India

Jan 2021 - Jul 2022 (1 year 6 months)

Led workforce forecasting and scheduling strategy for 2,000+ FTEs across seven business units and three geographies, maintaining 90%+ SLA adherence. Directed COVID-19 work-from-home migration for 2,000+ employees and telephony migration from Aspect to Genesys for 1,500+ employees.

Workforce Forecasting Workforce Scheduling Capacity Planning SLA Workforce Migration Aspect Genesys Team Leadership

Capacity and Workforce Planner

Citibank India

Jun 2016 - Jan 2021 (4 years 7 months)

Served as the CitiPhone India point of contact for forecasting and Workforce Management support deployments. Partnered with HR on hiring and managed monthly/quarterly performance reviews to support manpower planning, resourcing, and risk mitigation.

Workforce Management Forecasting Performance Reviews Workforce Planning Resourcing Expansion Planning Risk Mitigation Stakeholder Management

Workforce and MIS Analyst

Citibank India

Aug 2011 - Jun 2016 (4 years 10 months)

Managed forecasting and scheduling using call arrival patterns, seasonality, and business growth to support capacity planning. Monitored real-time KPIs and adjusted staffing levels for demand shifts while planning workforce coverage for business contingencies.

Forecasting Workforce Scheduling Call Arrival Analysis Seasonality Capacity Planning On the Job Training Schedule Creation

Sales Coach / Soft Skill Trainer

Citibank India

Mar 2010 - Aug 2011 (1 year 5 months)

Coached inbound agents to convert sales opportunities and improve revenue growth. Delivered product/process training and conducted mystery calls to ensure quality and compliance.

Sales Coaching Soft Skills Training Performance Coaching Targeted Coaching Product Training Mystery Calling Compliance Training

Call Quality Assurance Officer

Citibank India

Jul 2008 - Mar 2010 (1 year 8 months)

Managed call quality by evaluating interactions against standards, delivering training, and leading a team of Quality Service Officers. Measured service quality and drove zero-defect initiatives through coverage, adherence, and call quality score monitoring.

Call Quality Assurance Training Service quality Team Leadership

Citigold Customer Service Executive

Citibank

Apr 2005 - Jul 2008 (3 years 3 months)

Handled customer escalations and supported priority customers across banking and credit cards. Mentored new hires and served as backup supervisor for service delivery and sales performance.

Customer Escalation Credit Card and Banking Support Mentor Service Delivery Management Sales Performance

Program Manager Head - WFM

Amazon Pay

Established a centralized forecasting, scheduling, and workforce management function across 8 business units to enable scalable workforce governance. Improved forecast accuracy from ~30% to ~90%+ using structured forecasting models, scheduling optimization, and workforce planning automation.

Workforce Management Workforce Scheduling Capacity Planning Automation Workforce reporting

Workforce & Capacity Planning Head

CitiPhone India

Led planning and execution of the Work From Home operating model for 1,000+ CitiPhone officers during COVID-19. Directed forecasting, staffing strategy, scheduling governance, and capacity optimization to maintain SLA performance and operational stability.

Workforce Planning Capacity Planning Forecasting Staffing Strategy SLA Management Cross Functional Stakeholder Management Operational Stabilization