Ramakrishna Korlam

Workforce Management (WFM) leader with 19+ years architecting enterprise WFM transformation across global shared services and consulting environments, spanning 20+ countries. Proven track record of translating data-driven planning and predictive analytics into measurable gains in forecasting accuracy, SLA compliance, and cost efficiency — backed by hands-on delivery of Global Centers of Excellence, multi-country operating models, and enterprise WFM platform deployments at 30,000-user scale.

Manager – Workforce Strategy and Planning - Walmart Global Technology Services India Pvt. Ltd. - Mumbai, India

(2025-12)

• Lead workforce strategy by aligning forecasts, shrinkage, and staffing plans with business demand — improving scheduling accuracy, service delivery, and cost efficiency.
• Partner with Operations, HR, Training, and Leadership teams to establish data-driven workforce practices, strengthen stakeholder alignment, and enhance schedule and staffing stability through proactive governance.
• Build high-performing workforce capabilities through process standardization, capability development, and best-practice frameworks that improve planning and decision-making.
• Drive automation and digital transformation initiatives — streamlining reporting, schedule management, and operational workflows to reduce manual effort and increase planning scalability.
• Re-engineer governance and deliver strategic projects that raise operational maturity, strengthen change control, and improve SLA performance.

Assistant Vice President – Workforce Management - HSBC Electronic Data Processing India Pvt. Ltd. - Hyderabad

(2022-08 - 2025-12)

• Architected and led the strategic workforce operating model, aligning performance frameworks with enterprise SLAs across complex, multi-country delivery channels.
• Directed digital transformation initiatives standardizing workforce processes and technology, improving operational maturity across diverse business units.
• Partnered with global senior leadership to co-design and deploy predictive performance dashboards enabling real-time visibility and agile decision-making.
• Accountable for deployment, user adoption, and sustained optimization of enterprise workforce platforms and integrated reporting ecosystems.
• Established compliance, audit traceability, and governance structures that strengthened regulatory adherence and mitigated operational risk.

Director – Workforce Management Support - Sutherland Global Services - Mumbai

(2015-12 - 2022-08)

• Directed a multi-year enterprise deployment of NICE IEX WFM across 30,000+ licenses, consolidating fragmented systems into a cohesive global standard.
• Conceptualized and implemented Value Realization Frameworks (VRF), delivering double-digit improvements in forecasting accuracy, schedule effectiveness, and adherence.
• Consulted Fortune 500 clients on data-driven workforce maturity assessments and transformation roadmaps.
• Developed the WFM Center of Excellence Playbook, standardizing metrics, governance cadence, and reporting globally.

Assistant Manager – Workforce Analytics & Planning - Sitel India Limited - Mumbai

(2012-02 - 2015-11)

Sitel India Limited (now Foundever CRM India Pvt. Ltd.)

• Developed advanced predictive planning models and BI dashboards, integrating workforce, performance, and financial data for comprehensive operational insight.
• Automated reporting and KPI trackers, reducing manual effort by 40%.
• Provided real-time decision support that enhanced capacity management and business continuity planning.

Specialist – Workforce Command Center - Aegis Ltd. - Mumbai

(2011-05 - 2012-02)

• Established Global Command Center analytics with AI-assisted incident governance, reducing idle time by 10%.

Sr. Executive – MIS, RTA & Analytics - Reliance BPO Pvt. Ltd. - Chennai

(2010-08 - 2011-05)

• Built centralized MIS models to streamline workload analytics and SLA tracking.

Sr. Executive – Workforce Planning - IBM Daksh BPO Services - Visakhapatnam

(2007-10 - 2010-08)

• Led SLA tracking and intraday variance reporting initiatives, enabling 20% faster real-time response cycles.

Bachelor of Law - Law - Andhra University

Bachelor of Arts - Industrial Relations & Personnel Management - Andhra University