Lead – WFM IRC275226

Description

GlobalLogic is seeking a highly organized and proactive Assistant Manager – Workforce Management (WFM) to lead and support critical workforce planning functions. The ideal candidate will have experience in managing workforce operations, a deep understanding of forecasting, real-time monitoring, and strong client relationship skills. This role requires strategic thinking, data-driven decision-making, and effective stakeholder management across internal teams and clients.

 

Department: Operations / Workforce Management
Location: Gurgaon
Reports To: Manager / Sr. Manager – Delivery
Employment Type: Full-time

Requirements

Qualifications & Skills

Education & Experience

Bachelor’s 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.

Core Competencies

Strong analytical and problem-solving skills

Excellent verbal and written communication

Ability to manage multiple priorities in a fast-paced environment

Leadership presence with a collaborative mindset

High attention to detail and process orientation

Job responsibilities

Key Responsibilities

1. 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.

2. 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.

3. 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.

4. 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.

5. 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.

What we offer

Culture of caring. At GlobalLogic, we prioritize a culture of caring. Across every region and department, at every level, we consistently put people first. From day one, you’ll experience an inclusive culture of acceptance and belonging, where you’ll have the chance to build meaningful connections with collaborative teammates, supportive managers, and compassionate leaders. 

Learning and development. We are committed to your continuous learning and development. You’ll learn and grow daily in an environment with many opportunities to try new things, sharpen your skills, and advance your career at GlobalLogic. With our Career Navigator tool as just one example, GlobalLogic offers a rich array of programs, training curricula, and hands-on opportunities to grow personally and professionally.

Interesting & meaningful work. GlobalLogic is known for engineering impact for and with clients around the world. As part of our team, you’ll have the chance to work on projects that matter. Each is a unique opportunity to engage your curiosity and creative problem-solving skills as you help clients reimagine what’s possible and bring new solutions to market. In the process, you’ll have the privilege of working on some of the most cutting-edge and impactful solutions shaping the world today.

Balance and flexibility. We believe in the importance of balance and flexibility. With many functional career areas, roles, and work arrangements, you can explore ways of achieving the perfect balance between your work and life. Your life extends beyond the office, and we always do our best to help you integrate and balance the best of work and life, having fun along the way!

High-trust organization. We are a high-trust organization where integrity is key. By joining GlobalLogic, you’re placing your trust in a safe, reliable, and ethical global company. Integrity and trust are a cornerstone of our value proposition to our employees and clients. You will find truthfulness, candor, and integrity in everything we do.

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, we’ve been at the forefront of the digital revolution – helping create some of the most innovative and widely used digital products and experiences. Today we continue to collaborate with clients in transforming businesses and redefining industries through intelligent products, platforms, and services.