Influencers

GWFM's methodology in identifying the top global WFM Influencers in 2020 

WFM leaders have influenced the global industry to a greater extent by providing impactful insights on workforce management practices, talent management, and workforce optimization, thereby helping organizations to prepare for future business scenarios. These experts have been sharing their best practices, experiences, and stories of organizational challenges and how they have overcome the same on global platforms. These leaders have created an impact by decoding the future of WFM – the game-changer for businesses. Be it on; how they quickly strategized their business continuity management or, work-from-home on the agile workforce, engaging Gigs, a paradigm shift in workplace dynamics, changing expectations of the newer workforce, managing employee’s emotional and psychological wellness on their return to the office, their contribution to knowledge and experienced based-learning has been immense. In the process, they have touched and inspired thousands of WFM professionals worldwide by significantly enhancing their knowledge and professional development through global networking platforms.

To compile the list of top influencers who have made an outstanding contribution in the field of Workforce Management in the industries, where the ideas have attracted global attention, the methodologies used are research, surveys, interviews, social media followers, posts, and discussions.
Their thoughts and voices have traveled beyond boundaries.

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Influencers

Vineet Ranjan

APAC Account Management Leader, Concentrix

Vineet has over three decades of experience in Workforce Management of which 22 years is in the contact center.
Previous positions – IBM, First source solutions ltd, Reliance communication, Accenture, Daksh, eFunds, American Express, Modi Xerox ltd,

He holds three patents as an inventor. 

  1. “A method and apparatus to Transform back Office operations staffing to front office staffing problem in Contact Centres”
  2. “A System and Method for Efficient Screening and Hiring to minimize attrition at Contact Centres”
  3. A System and Method for Integrated Capacity Planning in Call Centers”
Vineet has Conceptualized and set up WFM from Cost center to Profit center, and has set up WFM Academy at Firstsource and WFM University at IBM GPS and subsequently at Concentrix as well. He is known for Driving Optimization and Transformation and setting up Cost Leadership and Market capture strategies through WFM Competency. A thought leader in workforce management and has been a distinguished speaker in various national and international summits. He is also an excellent moderator.

Sanjeev Jain

Global Head of Workforce Management and Talent Transformation at GTS IBM

Sanjeev is a visionary leader with a passion for people and customer-centricity. He has held leadership roles in Cognizant, GR Capital. Supergas (SHV energy pvt ltd) , HLL Mahindra, and Mahindra Sanjeev has lead large global, diverse teams to drive Customer Advocacy and Operational Excellence and has set up integrated global Centers of Excellence. Delivering Customer Value, Employee engagement and profitable growth, Strategic planning and Execution of Transformation Programs with Change Management, Passion for People, Customer Centricity, Creating Culture of Integrity, Relationship Management, Collaborative Leadership, Affinity groups are his specialties. He truly believes in making a difference in the community with Corporate citizenship and Social responsibility. 

People who have worked with him, say he is an exceptional business leader with high levels of integrity, a balanced person, and an excellent people leader who values relationships. Sanjeev is highly regarded for his humility.

Sreekanth

Sreekanth K Arimanithaya

Global Talent and Enablement Services Leader, EY Global Delivery Services at EY GDS

Previously, he served as the Joint Managing Director and the Senior Vice President of Workforce Management at DXC Technology. CSC, EY, Britannia Industries, CA, GE consumer products, Philips Software, Toyota are other companies he has contributed extensively. Sreekanth is a gold medallist in Bachelor’s of Arts degree in Psychology and a gold medallist in Master of Social Work degree from Loyola College of Social Sciences.

Sreekanth has had multifaceted executive leadership experience in Business Transformation, Human Resources Management, Supply Chain, Information Technology and Quality (TQM, PCMM, Six Sigma and COPC) in his 27 yrs of career. He has played a critical role in delivering business advantage through business-specific change management and transformation in various domains including manufacturing, FMCG, Software and ITES & BPO in a global business environment.  Presently, he is driving a complete re-imagination of the Talent function at EY Global Delivery Services as the Global Talent Leader. He takes responsibility to bring in the sponsorship, expertise, and guidance to make Talent a contributor to the organization’s success. Also ensure that his team reflects on their culture of diversity, inclusion, learning, growth, and high performance 

“Bundle of energy”, “man on the move”, “high sense of ownership and integrity”, “An inspiration to many youngsters”, “never-say-die attitude”, are some of the words that people use to describe Sreekanth’s passion for his team and company. 

Sridhar Mudaliar

Sridhar Mudaliar

Heads the Center of Excellence for Workforce Engagement Management at TCS

Has over 23 yrs experience in managing & delivering directly to 80+ Medium & Large, International & Domestic corporate clients for 12 organizations ensuring Customer Delight for every one of them. Sridhar’s has combined multi-disciplinary experience with an exceptionally high EQ (emotional intelligence) in optimizing the entire value chain of various functional areas across BFSI, Healthcare, Retail, IT, Travel, Hospitality, Education, PSU, Utilities, Trade Finance, Real Estate, Media and Telecom Sridhar has supported clients across BFSI, Healthcare, Retail, IT, PSU, Utilities, Telecom, Real Estate, Education, Trade Finance, Travel & Hospitality.

He has designed and implemented transformational customer-centric and employee enablement practices for the enterprise. He has extensive in-depth, hands-on experience for resolving long-standing problems & improved operational efficiency. His adaptive, innovative & out-of-the-box thinker approach has allowed managing high-level operational initiatives, serial entrepreneurship on the job & for self, including infrastructure design, process re-engineering, turnaround management, and reorganization through Strategic thinking &Tactical execution management basis data-driven Analytical approach to decision making.  Sridhar is proficient in a suite of tools such as IEX TotalView, Nice Interactions Management, Aspect Workforce Optimization, Aspect Unified IP, Avaya Definity Exchange, Ensemble / DAVOX / Unison Call Management System, Avaya CMS, Seagate Crystal Reports, Attentive ACE, Blossom, Galileo GDS (Focal Point) / Apollo, MiniFrame, 1000minds, Teleopti, Verint, Injixo, eXaudios / Beyond Verbal, Melita PhoneFrame UTP System

Sridhar is known to possess excellent interpersonal, communication & organizational skills with proven abilities in team management, customer relationship management & effective crisis management.

Doug

Doug Casterton

Heading Workforce Management at N26.

Previously held leadership positions in Trip advisor, Hastings direct, BGL Group, LV= Sikuli, Aviva plc., Matrix selected Ltd
Doug Casterton has spent the last two decades in leadership roles in the UK, Singapore, and most recently Germany. He has won multiple awards, including an innovation award, for ‘Strategic Collaboration’ awarded by Professional Planning Forum

In line with Doug’s passion to professionalise Workforce Management, he wrote over 100 articles on his blog https://wfmanagement.blogspot.com/ , is a regular contributor to the callcentrehelper magazine https://www.callcentrehelper.com/more-tips-improve-wfm-149433.htm , hosts one of the most active workforce management telegram groups globally (with over 800 workforce management professionals from around the world sharing best practice with each other every day https://www.linkedin.com/pulse/wfm-telegram-messenger-group-doug-casterton/ ) and most recently in 2020 Doug helped launch the EMEA Chapter of the Institute of Global Workforce Management (GWFM) (www.globalwfm.com). 

Doug is a thought leader in the industry and an expert in real-time workforce planning. His unique specialty lies in his foresight to identify the right technology that drives colleague/customer satisfaction and efficiency.

“Truly inspiring”, “hard worker”, “Can-do attitude”, “delivers highest quality work”, “excellent conversationalist”, “strategic muscle in planning” is how Doug is described by people who have known him and worked with him

Melissa johnson

Melissa Johnson

Global Director, Workforce Management at Telus International.

Her previous assignment was as Director of Operations planning and analysis at United Health Group (UHG). Citizen Property Insurance, JP Morgan Chase, and Citi Group are other companies where she worked in key positions. She hold (Associate of Arts) finance, General – Florida Community College at Jacksonville, and Bachelors’s in Finance from Jacksonville. Melissa’s high energy and enthusiasm easily rub on to people who are with her. She is a WFM transformational leader and has been a speaker in international forums. She is known for Leading change and driving high performance in teams.

Melissa has the ability to increase efficiency by automating processes, reduce redundancies in workflows, and create scalable staffing models by replacing trend assumptions with productivity drivers to optimize efficiency and reduce staffing needs
Her specialties include operational management, staff planning, and cost controls.

Ian Bastin

Ian Bastian

Vice President and Global Head of WFM & Analytics, WALMART

Ian is the Global Head of Workforce Management and Analytics at WALMART with a proven record of delivery in leading and P&L accountability. He specializes in Operations, Workforce Management, Shared Services, Strategic planning, and Data Analytics.

  • Leading the WFM team for Fortune 1 Company.
  • Has a track record of identifying “Opportunities to Improve Customer Experience”.
  • Built World-class WFM & Operations Teams across the Globe

Previously has held senior and leadership roles in Sykes Enterprises Incorporated, Capgemini, and 24/7 Customer.

He is an Alma mater of the University of Madras He has lead global teams in North America, EMEA, ASIA, Central and South America in Workforce Management – Capacity & Resource Planning, Intraday Management, Shared Services and Global Command Center, Data analytics, Dashboard & Data Science, Project Management – Transition, New Client launch & Internal Projects. Ian is a Certified in Black Belt Six Sigma and has worked on various tools like IEX, Aspect, Verint, Blue pumpkin, Avaya, Cisco, Genesys, Qlik View, Tableau, and DOMO.

“Clever technical guy”, “dedicated, passionate and self-motivated”, “commendable knowledge of BPO industry”, “always sees the big picture”, “great team player” are few ways people describe Ian

 

Jay Parikh

Senior Vice President, WFM, ResultCX, USA
Jay’s ability to manage multiple teams doing IB customer services, Soft Sales, OB cold calling using the dialer, Email, Chat, Emergency queue, and back-office in an operations environment is highly commendable. He is regarded for providing multi-client, multi-site, and multi-channel support functions covering full cycle support (planning, forecasting, scheduling, real-time, reporting, financial forecasting, analytics, and application management). Operations Management, Problem Solving, Analytics, Workforce Management, Multi-site & Multi-client environment are his key specialties. As a Vice President & Global Head WFM, Sutherland presented the best practices followed at the company, and Sutherland was awarded “The Most Versatile WFM Best Practice Award” for demonstrating the process and the practice that peers in the industry can learn & adapt with ease to create value to the organizations.
Jay is a regular speaker at international summits 
He is described as a “courageous decision-maker”, “person with a broad vision and strong business acumen”, “knowledge depth in WFM areas”, “a pivotal change maker”.
Martin-Hill-Wilson

Martin Hill-Wilson

Customer Service and AI Engagement Strategist

Martin has spent a decade in the systems integration industry positioning the value of new technology and the associated change agenda. He is now in his tenth year at Brainfood Consulting offering a mix of services.

These include conference chairing, keynotes, webinars, whitepapers, workshops, consulting, and mentoring. Current topics include responding to new customer behaviour, emotive CX for customer interaction, digital-first customer service strategy, and trends in contact center technology. Just about a year ago he spoke on the cases in machine learning, Neuro-Linguistic Programming, and computer visions on planning and how AI is impacting WFM.

Martin is known for his depth of knowledge, expertise, and thought leadership in WFM and AI strategies

Satyajith

Satyajit Chandan

Global Head of WFM, HGS – Hinduja Global Solutions

Satyajit has handled various portfolios and managed service delivery of an entire spectrum of business and is known for managing multiple projects of high complexity and varied scalability for fortune 500 clients. AOL, DELL, TSYS / UniRush Prepaid Card, Dell Financial Services, PayPal, Orange, British Telecom and the list goes on.
He has also managed back end card processing, disputes, chargeback, fraud detection, and risk management in complex small-sized meshed projects.

Satyajit is a speaker at many prestigious forums and has recently shared insights on the “remote work model as a game-changer amongst agile workforce”.

“A complete team man with a rock-solid foundation”, “data-driven analytical mindset”, ‘sharp insightful attention” are the first few adjectives that people instantly use to describe him.

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