Rounak Ghosh

Lead and govern enterprise Workforce Management (WFM) strategy for a 1,500+ FTE global 24/7 omnichannel network across 12 delivery centers in 6 countries, governing ~$49M annual workforce OPEX and driving cost-to-serve optimization across a distributed operating model.

• Own enterprise long-range workforce planning (LRP), headcount investment governance, and ~$49M OPEX, supported by geo-weighted cost-per-productive-hour models enabling scenario-based hiring and mix optimization.
• Delivered $4.8M annualized savings (5.12% FTE optimization), including $200K monthly run-rate gains, through structured capacity modeling, geo recalibration, intraday optimization, and schedule discipline.
• Improved network performance: queue time ↓19%, occupancy ↑67%→82%, forecast accuracy ↑3%, schedule adherence ↑30%.
• Reduced operational capacity risk by 12% through cross-site WFM governance, structured BCP planning, and escalation frameworks.
• Led workforce transformation integrating legacy WFM systems with AI-driven forecasting and capacity optimization models, improving demand predictability and planning agility.
• Act as global WFM function owner, building and leading a WFM leadership pod (5 senior analysts) and defining governance standards, planning cadences, and capacity risk thresholds across all delivery sites.
• Partner with Finance and senior operations leadership on quarterly outlooks, hiring approvals, site strategy, and long-term capacity trade-off decisions.
• Led workforce governance for three India site launches, enabling structured hiring ramps and SLA continuity during expansion.

• Lead long-range capacity and headcount strategy for a 1,500+ FTE global 24/7 omnichannel network across 12 delivery centers in 6 countries, with oversight of ~$49M workforce OPEX.
• Align workforce investments with business growth using geo-weighted cost models to optimize hiring mix and cost-to-serve across a distributed network.
• Deliver $4.8M in annualized savings through capacity modeling, network recalibration, and structured workforce planning initiatives.
• Improve operational efficiency by increasing occupancy from 67% to 82% and enhancing schedule adherence by 30%.
  Reduce capacity risk by 12% through standardized governance frameworks and robust business continuity planning.
• Drive quarterly outlooks, hiring strategies, and long-term capacity trade-offs in partnership with Finance and senior operations leadership.
• Lead adoption of AI-driven forecasting to improve demand predictability, planning accuracy, and organizational agility.
• Support multi-site expansion, including India site launches, ensuring seamless scale-up and SLA continuity.
• Collaborate with cross-functional teams to align business goals, ensuring successful delivery of high-priority workforce initiatives.
• Manage multiple concurrent projects with strict timelines, maintaining planning accuracy and operational stability.
• Partner closely with operations teams to resolve scheduling challenges and optimize workforce allocation in real time.
• Build strong stakeholder relationships, enabling clear communication, faster decision-making, and timely issue resolution.

• Managed real-time inbound call traffic across multiple contact center locations.
• Optimized schedules, forecasts, and other tools to present to management.
• Prepared and maintained reports, dashboards, and monthly packages.
• Performed ad hoc reporting and analysis to improve overall performance of call center and enable strong understanding of business.
• Managed a team of 12–14 analysts across Hyderabad, Bangalore, and Costa Rica, driving real-time governance and short-term planning initiatives.
• Supported Amazon’s Global Buyer Abuse operations spanning ~5,000 FTE across BLR, HYD, and Costa Rica, ensuring workforce alignment at scale.
• Led intraday workforce management, ensuring optimal staffing alignment to demand, consistent service level achievement, and effective management of real-time variances in a 24/7 environment.
• Oversaw scheduling and short-term planning processes to maintain operational efficiency and workforce stability across a high-volume, multi-site network.
• Partnered closely with Operations and cross-functional stakeholders to drive performance outcomes, balance productivity with service delivery, and proactively mitigate capacity risks.
• Established and enforced governance frameworks for real-time decision-making, strengthening execution discipline and improving adherence to workforce plans across locations.

• Managed stakeholder communication, fostering strong relationships between internal departments and external partners.
• Collaborated with cross-functional teams to develop strategic plans, ensuring alignment with overall business objectives.
• Determined equipment, materials, and manpower required to complete production.
• Conducted thorough market research, providing valuable insights into customer needs and industry trends.
• Led headcount and capacity planning for Amazon’s PXT organization, supporting large-scale global HR operations through structured workforce planning and data-driven decision-making.
• Owned short- to mid-term capacity planning cycles, translating business demand into optimized hiring plans and workforce allocation strategies.
• Developed and maintained headcount models to balance service delivery, cost, and operational efficiency across a dynamic, multi-site environment.
• Partnered with Finance, HR, and Operations to align on hiring forecasts, track capacity gaps, and support quarterly planning cycles.
• Drove workforce governance by standardizing planning processes, improving forecast accuracy, and enhancing visibility into key workforce metrics.
• Enabled data-driven decision-making through scenario planning and analysis, ensuring agility in responding to demand fluctuations while maintaining cost discipline.

Directed multi-country workforce planning and cross-site capacity governance across India, Hungary, and China, leading a 9-member WFM team supporting 800–1,000 FTE within a 24/7 omnichannel environment.

• Led a 9-member WFM team delivering forecasting, scheduling, and service-level governance across multiple programs.
• Drove multi-site WFM system standardization through NICE IEX implementation, improving forecast accuracy by 2–3%.
• Increased schedule compliance by 15–18% through structured adherence controls and performance visibility frameworks.
• Reduced staffing variance gaps by 10% via enhanced shrinkage modeling and scenario-based capacity planning.
• Improved vendor productivity by 4–5% through strengthened utilization governance while maintaining contractual SLA adherence.

Managed workforce planning and capacity strategy for 700+ FTE across captive and vendor-supported operations within a multi-program service environment.

• Consistently achieved 90% forecast accuracy and 90% schedule efficiency through structured workforce modeling and demand planning controls.
• Improved staffing optimization by 3% using Aspect eWFM and Avaya CMS analytics to enhance visibility and resource alignment.
• Drove 8–10% productivity improvement through cross-functional performance initiatives and vendor coordination.
• Increased WFM tool adoption by 70% through structured training, stakeholder alignment, and process standardization.

• Sustained 90%+ CSAT through structured coaching, quality governance, and performance monitoring.
• Led recovery initiatives restoring SLA adherence for underperforming teams within defined timelines.
• Strengthened frontline capability through targeted performance interventions and stakeholder collaboration.