Abhishek Gera

About Abhishek Gera

I am a results-driven leader with 23+ years of experience across Workforce Management, Contact Center Planning, and Global Customer Service Operations. I currently lead a global organization of ~100 professionals at American Express, responsible for short-term planning and real-time performance across voice, chat, and back-office enabling 20+ global markets.My career has been built at the intersection of strategy, operations, and analytics — translating complex demand patterns into actionable capacity plans, driving operational excellence at scale, and enabling consistently strong customer and colleague outcomes. I have led large, geographically distributed teams and partnered across matrixed environments to deliver enterprise-wide optimization, transformation initiatives, and Centers of Excellence.I bring deep expertise in capacity planning, real-time service level management, customer service operations, call delivery strategy, performance management, and business MI/analytics, with a strong track record of improving efficiency, scalability, and customer experience. I am equally passionate about people leadership — building engaged teams, developing future leaders, and fostering a culture of continuous improvement and inclusiveness.Over the years, I have played a key role in major transformations, including global process transitions, command center centralization, new site and COE setup, incentive governance at scale, and front-office/back-office optimization. I thrive in environments that demand agility, enterprise thinking, and collaboration across functions and geographies.I am energized by solving complex problems, leveraging technology and analytics to drive smarter decisions, and building teams that deliver results with pride and purpose.

Experience

1. Director, Workforce Management

   American Express

   Sep 2024 — Present

   Lead a ~100-member global organization supporting frontline colleagues across 20+ markets.Own short-term planning, real-time performance, application governance, and analytics across voice, chat, and back-office channels.Drive proactive capacity and resource optimization, improving operational stability and service readiness.Partner across a matrixed enterprise environment to deliver strategic WFM initiatives, scalability, and standardization.Build an inclusive culture of continuous improvement, learning, and data-led execution.

Education

• NIIT Ltd

  GNIIT

• IMT

  Advance Diploma

• Delhi University

  B.A. Hons

  1997 — 2000

Skills

• Call Centers
• Six Sigma
• Databases
• Team Building
• Management
• Program Management
• Vendor Management
• Performance Management
• Crm
• Project Management
• Analytics
• Bpo
• Process Improvement
• Service Delivery
• Team Management
• Business Analysis
• Leadership
• Cross-Functional Team Leadership