Rounak Ghosh

• Lead workforce capacity management and operational governance functions, overseeing a team of 14 senior analysts and analysts responsible for workforce planning, forecasting, scheduling, and performance management.
• Provide strategic leadership across workforce management disciplines, ensuring optimal staffing, resource allocation, and service delivery performance, aligned with business objectives.
• Partner with Operations, Finance, and Senior Leadership to develop workforce strategies, capacity plans, and budget recommendations, supporting operational and financial goals.
• Drive cross-functional initiatives to improve operational efficiency, streamline workforce management processes, and enhance planning effectiveness across supported business units.
• Mentor, coach, and develop workforce professionals through structured performance management, knowledge sharing, and career development programs, fostering a high-performance culture.
• Implement governance and risk management frameworks to ensure compliance with corporate policies, regulatory requirements, and workforce management standards.
• Deliver executive-level workforce analytics, capacity insights, and performance reporting to support informed business decisions, and long-term workforce planning.
• Evaluate staffing requirements, workforce risks, and operational trends to identify opportunities for optimization, while maintaining service quality and customer experience standards.
• Influence resource planning decisions through data-driven recommendations, stakeholder engagement, and effective communication across multiple organizational levels.
• Create accountability frameworks and performance governance mechanisms that drive operational excellence, transparency, and continuous improvement.

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

• Own long-range planning (LRP) and headcount investment via geo-weighted cost models to optimize the hiring mix and cost-to-serve.
• Delivered $4.8M in annualized savings (5.12% FTE optimization) through capacity modeling, geo-recalibration, and schedule discipline.
• Drove a consistent $200K monthly run-rate gain by optimizing real-time controls and reducing intraday staffing variances.
• Optimized network performance, increasing occupancy from 67% to 82%, and improving schedule adherence by 30%.
• Reduced operational capacity risk by 12% through standardized cross-site governance, and robust BCP frameworks.
• Spearheaded workforce transformation by integrating AI-driven forecasting to enhance demand predictability and planning agility.
• Establish enterprise standards and risk thresholds as the global WFM function owner, leading a team of five senior analysts.
• Partner with Finance and Senior Operations on quarterly outlooks, hiring approvals, and long-term capacity trade-offs.
• Governed workforce strategy for three India site launches, ensuring SLA continuity during rapid scale-up.

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.