Global WFM Client Leader

Teknowledge; Gurugram District; On-site; INR 1,800,000 - 2,400,000; Full time

Job summary

TeKnowledge is seeking a Global WFM Client Leader to shape and execute workforce strategies across multiple lines of business and verticals. You will report to the Global Head of Forecasting and Scheduling and manage 2–4 direct reports while driving real-time command-center operations.

You will collaborate with clients to optimize staffing, scheduling, and capacity planning, leveraging Teleopti/Calabrio, NICE IEX, and other WFM tools.

Qualifications

• Bachelor’s degree in Management or related field.
• 8+ years of Workforce Management experience.
• Experience in a service center or BPO, WFM/CS/Tech Support preferred.
• Strong delegation and coaching abilities.
• Advanced Excel and MS Office skills.
• Fluent written and spoken English.

Responsibilities

• Interface with clients to support staffing and scheduling.
• Provide real-time global command center oversight.
• Meet service level metrics and optimize agent resources.
• Communicate intraday performance trends, risks, and barriers.
• Embed WFM into SOPs and manage change throughout the org.
• Identify opportunity areas within and beyond customer org.
• Develop capacity requirements and forecast trends.
• Manage relationships with WFM software vendors.
• Consolidate and analyze workforce planning activities.
• Ensure capacity plans and adequate coverage.
• Suggest scheduling improvements with accurate reporting.

Skills

Delegation & team development

Excel proficiency

Numerical analysis

Problem solving

English fluency

WFM tools familiarity

Education

Bachelor’s degree in Management

Tools

Teleopti/Calabrio

NICE IEX

Aspect

Verint

Genesys

Job description

Overview

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.
• Recommend any improvements to scheduling efficiency while maintaining real-time performance reports related to WFM and analyze and highlight any issues identified including missing or incorrect records and compliance issues.

Qualifications

• Bachelor’s degree in Management, or any related field.
• 8+ 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.