The Forecasting and Scheduling Team at Firstsource isn’t the kind of team that gets much attention—until something goes wrong. Then, suddenly, their work becomes the most important thing in the world. Predicting workloads, planning schedules, and placing people is not glamorous. But, it’s critical. This team knows that better than anyone. In a few years, they’ve changed Firstsource’s approach to workforce planning. The results speak for themselves.

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