Sai Kumar

About Sai Kumar

Capacity and Workforce Management leader with 11+ years of experience driving large-scale capacity planning, demand forecasting, and workforce optimization across Technology, Telecom, and Customer Experience environments. Proven expertise in end-to-end capacity forecasting, scenario modeling and operational governance to ensure predictable, high-quality delivery on a scale. Strong cross functional partner with Sales, Delivery, Operations and Engineering teams, known for high ownership, data driven decision making and operational excellence in fast changing environments, while protecting customer experience metrics such as CSAT and service levels in 24/7.

Experience

1. Senior Workflow Analyst

   Amazon

   Apr 2024 — Present · Hyderabad, IN

   Own end-to-end workforce capacity planning across multiple sites supporting UK business operations, aligning demand forecasts with available workforce and delivery timelines.• Partner closely with Operations, Demand Planning and Cross-Functional teams to anticipate upcoming workload, build capacity pipelines and mitigate resourcing risks.• Lead short-term and long-term forecasting models, incorporating historical trends, seasonality and demand variability to support scalable execution.• Monitor project health and operational throughput, proactively identifying capacity gaps, outages and bottlenecks before they impact service levels.• Drive Tier-1 incident response and downtime management, ensuring minimal business impact through rapid capacity rebalancing.• Implement risk, compliance, and governance mechanisms, strengthening predictability and operational stability.• Delivered cost savings of USD 2.1M by redistributing workforce schedules based on the real time demand and site level cost metrics, optimizing utilization while maintaining delivery and quality targets.• Deliver executive level reporting on utilization, productivity, shrinkage and lost hours, enabling data driven workforce decisions.• Owned workforce planning inputs influencing annual and quarterly budget decisions, balancing service levels, utilization and financials.• Partnered with Product and Engineering teams to identify demand drivers and reduce avoidable contacts through workflow and tool improvements.• Supported vendor and site level capacity decisions by evaluating billing models, cost efficiency and productivity benchmarks.

Education

• St. Peter's Engineering College

  Bachelor’s Degree, Electrical and Electronics Engineering

  2009 — 2013