Mohammed Hanif Shaikh
Mumbai
Summary
Senior Workforce Management leader with 15+ years of experience driving enterprise-scale forecasting, capacity planning, real-time governance, and MIS transformation across high-volume, multi-site contact center operations. Proven expertise in building end-to-end WFM frameworks, improving forecast accuracy, optimizing staffing costs, and enabling data-driven executive decision-making. Strong track record of leading large WFM teams, supporting RFPs and business growth, and partnering with Operations, HR, Finance, and Client Leadership to deliver SLA excellence, operational efficiency, and cost optimization.
Overview
23
23
years of professional experience
Work History
Manager - Workforce Management & MIS
Quatrro Business Support Services
Thane
04.2013 - 10.2025
- Owned enterprise Workforce Management strategy across forecasting, capacity planning, scheduling, real-time adherence, and MIS governance for multi-client operations.
- Designed short- and long-term forecasting models improving demand visibility and staffing accuracy.
- Led capacity planning and headcount modeling aligned with annual operating plans and budget cycles.
- Improved forecast accuracy by ~20%, reducing overstaffing and cost leakage while stabilizing SLA performance.
- Optimized rosters, shrinkage assumptions, and utilization in partnership with Operations and HR.
- Built automated MIS and financial dashboards using Power BI, Advanced Excel, Power Query, and Macros.
- Reduced manual reporting effort by 30-40%, improving productivity and decision turnaround time.
- Established real-time governance frameworks minimizing overtime and schedule non-compliance.
- Supported RFPs, new client onboarding, and transitions through scalable WFM staffing models.
- Acted as strategic advisor to senior leadership on staffing cost, productivity, and capacity risks.
Deputy Manager - WFM / MIS
Spanco BPO
Navi Mumbai
02.2012 - 04.2013
- Led a 16-member WFM team handling forecasting, scheduling, real-time management, and reporting.
- Managed capacity planning for Reliance Mobile, Videocon Mobile, and Tata Finance, improving SLA adherence to ~98%.
Senior Executive - Lead WFM
Firstsource Solutions
Navi Mumbai
12.2008 - 02.2012
- Supported PAN-India WFM operations for 2,500+ agents.
- Implemented IEX scheduling platform for Airtel and developed performance dashboards for leadership reviews.
Senior Executive - WFM
Reliance Infostreams
Navi Mumbai
12.2002 - 10.2008
- Managed East Zone WFM operations supporting 1,500+ agents.
- Set up a WFM Command Center and delivered forecast validation, SLA dashboards, and real-time monitoring.
Skills
- Workforce management strategy
- Forecasting and capacity planning
- Scheduling and real-time analysis
- SLA and adherence governance
- Utilization and shrinkage optimization
- Staffing cost control
- Management information systems automation
- Power BI proficiency
- Advanced Excel skills
- Operational excellence
- Multi-site operations management
- Team leadership
- Stakeholder management
Personal Information
Title: Senior Workforce Management Leader
Languages
- English (Native)
- Hindi (Native)
- Urdu (Native)
- Marathi (Advanced)
Tools And Certifications
IEX, Avaya, CMS, Power BI, Advanced Excel, Power Query, Macros, Certified Core WFM Member - IEX & Avaya Global, WFM Academy (Silver Level), Six Sigma Black Belt
Timeline
Manager - Workforce Management & MIS
Quatrro Business Support Services
04.2013 - 10.2025
Deputy Manager - WFM / MIS
Spanco BPO
02.2012 - 04.2013
Senior Executive - Lead WFM
Firstsource Solutions
12.2008 - 02.2012
Senior Executive - WFM
Reliance Infostreams
12.2002 - 10.2008