Vishal Gupta

About Vishal Gupta

Strategic and data-driven Workforce & Service Delivery professional with over 17 years of global experience in optimizing resource planning, scheduling, and real-time operations across diverse geographies. Proven ability to lead high-performing WFM teams, implement scalable solutions, and align workforce strategies with business objectives. Adept at leveraging analytics to drive operational efficiency, improve service levels, and support large-scale transitions. Recognized for fostering stakeholder collaboration and delivering measurable improvements in service delivery and cost optimization. Inventive and compassionate leader with extensive experience in service delivery, having grown from an associate to a client-facing leader. Managed teams of 45+ members across three locations, excelling in workforce management and service delivery. Skilled in customer and stakeholder engagement, RFPs, RFIs, knowledge transfer, and supporting all pillars of workforce management including BI, capacity planning, forecasting, scheduling, and RTM. Focused on setting high delivery standards and implementing systems to ensure exceptional experiences while meeting SLAs and business goals. I love mentoring underprivileged youth, teaching, and storytelling through the Cognizant Volunteer program. These activities help me give back to society.

Experience

1. Global Wfm Manager (Sdm)

   Cognizant

   Jan 2022 — Present · IN

   Leading and managing the global Workforce Management Team across India, USA, Ireland, Philippines for CMT vertical, which predominantly involves Capacity Management, Schedule Management, Real Time Management along with end to end MIS. Supporting resources along with managing global team of 35+ WFM associates. High engagement of participating in QBR, MBR, WBR with customer and stakeholders.Delivering RFPs and RFI is part of my core responsibilities whereas I am being a consultant provide end to end resource solution.Tools- Service Now, Tableau, IEX, Genisys, Cherwell.Extensive user of Microsoft Planner, Project, Visio, Excel, Forms, Power BI, Automated Workflow and VB Macros for reporting automation.

Education

• Indira Gandhi National Open University

  Master's degree

  2020 — 2022

• Barkatullah University, Bhopal

  Bachelor of Commerce (B.Com.)

  1999 — 2002

• Indira Gandhi National Open University

  Master of Arts - MA

  2021 — 2023