Job Title

Role: We are looking for a dynamic leader for the execution of workforce strategy and achievement of client goals and performance metrics. We focus on customer engagement and improving business outcomes for the global client. We provide WFM Services to automotive; banking and financial services; insurance; healthcare; technology; consumer electronics; media and communications; retail and e-commerce; travel and transportation; and energy and public-sector clients. This role will oversee client engagements spread across various geographies and hence will demand client facing work hours.Responsibilities: Client Engagement & Service Delivery:Partner with clients to deploy WFM solutions, lead consulting initiatives, manage transitions, and oversee KPI/SLA performance. Strategy & Operations:Define and implement strategies for WFM disciplines, support proof-of-concept development, and drive continuous improvement across accounts. Leadership & Growth:Manage teams across geographies, develop talent through WFM University, and build scalable resource pipelines to support account expansion. Financial & Business Development:Own P&L for WFM engagements and collaborate on business proposals with WaaS leadership.Experience & Skills: Educational Foundation:Graduate from any stream with strong communication and outcome-driven mindset. 12+ years' experience in Contact Center operations. Domain Expertise:In-depth knowledge of Contact Center operations, telephony/IVR platforms, and WFM tools (NICE, Verint, Aspect). Analytical & Technical Proficiency:Skilled in problem-solving, data analysis, SQL, BI tools, and process simplification. Leadership & Agility:Thought leadership with a strong sense of ownership, adaptability in ambiguity, and ease in fast-paced environments. Industry Insight & Innovation:Awareness of emerging contact center technologies and proven experience in transitioning and scaling projects.