sanchit gaur

Architected the end-to-end WFM operating model for an 800+ FTE multi-vendor enterprise, improving forecast accuracy to 90%+ (COPC-aligned) and restoring vendor adherence from 80% to 95%. Delivered INR 7 Cr+ in cumulative vendor billing savings and drove ~100 FTE reduction via occupancy modeling, shrinkage governance, and vendor billing controls.

Served as cross-site WFM SPOC for a major outsourced OTA client, owning long- and short-term forecasting, AHT glide paths, staffing calls, and FTE sign-off. Built data-driven RFP staffing and commercial pricing simulations, developed multi-client budget FTE frameworks, and scaled adherence dashboard reporting across vendor sites.

Managed end-to-end scheduling for a dedicated OTA programme on Verint WFM, including break optimization, nesting, and training coordination. Supported short-term forecasting and intraday schedule adherence monitoring to keep staffing aligned to live volume patterns.

Handled interval-level scheduling and intraday real-time management for a 1,500+ FTE operation on NICE IEX, managing skill matrices, shrinkage budgets, breaks, and labour compliance across geographies. Produced flash and adherence dashboards and led regular scheduling/capacity governance with site, HR, and training teams to maintain SLA thresholds.

Provided email-based seller query resolution and exceeded performance targets on the support programme. Supported contractual customer service responsibilities focused on timely, accurate responses.

Activities and societies: Programme pursued concurrently with senior WFM leadership responsibilities.

Executive/distance-learning Bachelor of Business Administration (BBA) in Business Analytics commenced in June 2026, applying demand forecasting architecture and multi-variable capacity modeling for enterprise workforce management and vendor cost optimization.

Activities and societies: In-person international forum attendance as WFM representative.

Represented the workforce management function at the organisation’s annual Board-level Business Planning conference in Warsaw, Poland.