Senior Sw Test Engineer Irc275467

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