Global WFM Client Leader

TeKnowledge; Delhi; On-site; INR 3,000,000 - 5,500,000; Full time

Job summary

TeKnowledge is seeking a Global WFM Client Leader to shape workforce management strategies across multiple lines of business. You will interface with clients, provide real-time command center oversight, and ensure service levels while optimizing agent capacity and scheduling.

You will lead a team under the Global Head of Forecasting and Scheduling, develop capacity plans, and build vendor relationships to support operations worldwide. English fluency is essential.

Qualifications

• Bachelor’s degree in Management or related field.
• 10+ years of related Workforce Management experience.
• Proven track record in a service center / BPO in WFM, Customer Service, or Tech Support.
• Talent for delegation and team development.
• Strong computer skills: Excel and MS Office.
• Experience with WFM Applications (Teleopti/Calabrio, NICE IEX, Aspect, Verint, or Genesys).
• Professional fluency in English, written and spoken.

Responsibilities

• Interface with clients to support staffing and scheduling requirements.
• Provide real-time global command center oversight.
• Ensure service level metrics are met and optimize agent resources.
• Oversee intraday performance trends, barriers, and risks.
• Embed WFM into standard operating procedures and manage change.
• Lead efforts to identify opportunity areas within and beyond Customer org.
• Develop capacity strategies and forecast future trends.
• Manage relationships with WFM software vendors and support operations.
• Consolidate and analyze workforce planning activities.
• Ensure capacity plans are in place and communicate challenges.

Skills

Excel proficiency

Analytical skills

Problem solving

Delegation

Communication skills

Education

Bachelor’s degree in Management or related field

Tools

Teleopti/Calabrio

NICE IEX

Aspect

Verint

Genesys

Job description

TeKnowledge is looking for a diligent Global WFM Client Leader to be a key player in our Workforce Management business unit. You will be responsible for creating, delivering, and executing WFM strategies across a range of LOBs and verticals as well as providing insights and guidance that support the organization’s goals of achieving the highest possible standards of Workforce Management for our operations and clients. The role will operate under the Global Head of Forecasting and Scheduling with 2-4 direct reports.

At TeKnowledge, your work makes an impact from day one. We partner with organizations to deliver AI-First Expert Technology Services that drive meaningful impact in AI, Customer Experience, and Cybersecurity. We turn complexity into clarity and potential into progress—in a place where people lead and tech empowers.

You’ll be part of a diverse and inclusive team where trust, teamwork, and shared success fuel everything we do. We push boundaries, using advanced technologies to solve complex challenges for clients around the world.

Here, your work drives real change, and your ideas help shape the future of technology. We invest in you with top-tier training, mentorship, and career development—ensuring you stay ahead in an ever-evolving world.

Why You’ll Enjoy It Here:

• Be Part of Something Big – A growing company where your contributions matter.
• Make an Immediate Impact – Support groundbreaking technologies with real-world results.
• Work on Cutting-Edge Tech – AI, cybersecurity, and next-gen digital solutions.
• Thrive in an Inclusive Team – A culture built on trust, collaboration, and respect.
• We Care – Integrity, empathy, and purpose guide every decision.

We’re looking for innovators, problem-solvers, and experts ready to drive change and grow with us.

We Are TeKnowledge. Where People Lead and Tech Empowers.

Responsibilities

• Interface with clients to support business requirements for staffing and scheduling.
• Provide constant and ongoing real-time global command center oversight.
• Ensure business service level metrics are met and optimize agent resources to meet the volume arrival patterns for each scheduled day and/or interval.
• Oversee communication of intraday performance trends, barriers, and risks impacting the company’s ability to meet operational goals.
• Work with frontline associates and managers to seamlessly embed WFM into standard operating procedures and oversee change management (e.g. identifying change champions, building broad support, and ensuring clear communication).
• Lead efforts to identify and help address opportunity areas, both within and beyond the Customer organization.
• Cultivate understanding and create strategy regarding capacity requirements and future business trends.
• Manage relationships with Workforce Management software vendors and support operations.
• Consolidate and analyze the organization’s workforce planning related activities.
• Ensure capacity plans are in place for the business and that optimal capacity is maintained.
• Assess and ensure adequate resource coverage and communicate any challenges.

  Qualifications

  • Bachelor’s degree in Management or any related field.
  • 10+ years of related Workforce Management experience.
  • Proven track record in a service center, ideally in a BPO environment, as well as in a WFM, Customer Service, or Technical Support role.
  • Talent for delegation and team development.
  • Strong computer skills: Proficiency in Excel (Spreadsheet modeling required) and other MS Office products.
  • Ability to solve problems and resolve conflicts, along with strong attention to detail and numerical/analytical abilities.
  • Experience with WFM Applications (Teleopti/Calabrio, NICE IEX, Aspect, Verint, or Genesys), in general scheduling practices, or in a back-office environment will be considered an advantage.
  • Professional fluency in English is essential, both written and spoken.