Shubham User
@shubhamuser30
I lead workforce planning, forecasting, and capacity optimization across global operations.
IndiaWhat I'm looking for
I've led workforce planning, forecasting, capacity management, and workforce optimization across Echo India, IGT Solutions, Amazon Development Centre, Ericsson Global India, and Vodafone Idea. I translate demand forecasts into scalable staffing strategies, headcount plans, and operational decisions.
I've managed teams of RTAs, schedulers, and planners while improving service levels, resource utilization, forecast accuracy, and staffing efficiency through analytics, automation, and cross-functional partnership.
Experience
Work history, roles, and key accomplishments
Sr WFM Manager
Echo India
Nov 2025 - Present (10 months)
Lead end-to-end workforce planning and forecasting, developing staffing strategies and models to optimize utilization and efficiency. Drive forecast accuracy improvements and provide data-driven recommendations to senior leadership.
WFM Manager
IGT Solutions
Dec 2024 - Oct 2025 (10 months)
Managed a team of 20 including RTA, Schedulers, and Planners, ensuring optimal workforce utilization. Oversaw multiple processes in Airlines and Hospitality, leveraging data analytics to improve forecast accuracy and service levels.
Created and maintained forecasting models for call volume and staffing, implemented scheduling solutions, and utilized WFM tools like Alvaria, Aspect, and Kronos. Monitored real-time adherence and prepared daily handoff reports.
Prepared daily handoff reports and spearheaded real-time adherence initiatives to achieve service level objectives. Monitored and adjusted schedules to accommodate real-time changes and managed a team of RTA, planners, and schedulers.
WFM Analyst
Vodafone Idea Pvt. Ltd.
Jan 2015 - Aug 2019 (4 years 7 months)
Developed and validated call center staffing forecasts, collaborated with leadership on staffing strategies, and analyzed service delivery issues. Conducted regular forecast reviews and worked with HR for hiring.
Education
Degrees, certifications, and relevant coursework
Manav Rachna International University
Bachelor of Technology, Electronics and Telecommunication
2010 - 2014
Bachelor of Technology in Electronics and Telecommunication from Manav Rachna International University, completed in 2014.
Ashok Memorial Public School
Higher Secondary School, Science
Completed Higher Secondary School with a focus on Science in 2010.
Availability
Location
IndiaAuthorized to work in
Job categories
Skills
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