Lead WFM

As an Assistant Manager - Workforce Management (WFM) at GlobalLogic, your role will involve leading and supporting critical workforce planning functions. You should possess experience in managing workforce operations, a strong understanding of forecasting, real-time monitoring, and excellent client relationship skills. Strategic thinking, data-driven decision-making, and effective stakeholder management across internal teams and clients are crucial for this role. **Key Responsibilities:** - **Client Handling** - Serve as the primary point of contact for WFM-related client interactions. - Understand client-specific workforce requirements and deliver customized solutions. - Provide regular updates, reports, and performance metrics to clients. - Proactively address client concerns, ensuring SLA adherence and operational transparency. - **Relationship Management** - Foster strong relationships with clients, internal stakeholders, and cross-functional teams. - Collaborate with operations, training, and quality teams to align workforce strategies with business goals. - Manage expectations and communication flow to ensure mutual trust and performance alignment. - **Site Leadership** - Act as the WFM lead for the site, providing direction and support to the on-ground team. - Drive performance improvements by identifying and resolving site-level WFM challenges. - Represent WFM in site-level strategic meetings and initiatives. - Support change management, coaching, and team development efforts. - **Planning, Forecasting & Execution** - Develop short-term and long-term forecasts based on historical data and business inputs. - Prepare capacity plans and staffing models in alignment with expected workload volumes. - Create and manage schedules, ensuring optimal staffing to meet service level targets. - Conduct periodic reviews of forecast accuracy and take corrective actions as needed. - **Real-Time Monitoring** - Oversee real-time adherence (RTA) and intraday performance. - Ensure proactive response to variances in call volumes, staffing, and productivity metrics. - Implement strategies to mitigate service disruptions, optimize shrinkage, and balance workloads. - Provide real-time updates to stakeholders during service level impacts or high-traffic periods. **Qualifications & Skills:** - **Education & Experience** - Bachelors degree in Business, Operations, or a related field. - 7-10 years of experience in workforce management, preferably in a BPO or contact center environment. - Prior experience in a leadership or client-facing WFM role is a strong advantage. - **Technical Skills** - Proficiency in WFM tools (e.g., Verint, Aspect, NICE IEX, Genesys, etc.). - Strong knowledge of Excel, reporting tools, and data analytics. - Familiarity with ACD systems and real-time monitoring tools. **About GlobalLogic:** GlobalLogic, a Hitachi Group Company, is a trusted digital engineering partner to the world's largest and most forward-thinking companies. Since 2000, they have been at the forefront of the digital revolution, collaborating with clients to transform businesses and redefine industries through intelligent products, platforms, and services. As part of the GlobalLogic team, you can expect a culture of caring, continuous learning and development, interesting and meaningful work, balance and flexibility, and a high-trust organization where integrity is key. Join GlobalLogic to be a part of a company that values integrity, trust, and excellence in everything they do.,