Lately on LinkedIn

8 films · 10 Oct to 18 Oct

  • Flagged in under 150 milliseconds

    A human only saw it if the AI wasn't sure. That's Trust & Safety in 2026.

    View on LinkedIn

  • Reinvent yourself to survive next 24 months

    View on LinkedIn

  • Welcome to BPO 3.0

    View on LinkedIn

  • AI ate the difference

    A $100M deal is now worth perhaps $80M, and clients have noticed.

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  • Don't let a language model do your staffing math

    Above 80% on textbook optimization. A quarter to a third on the industrial benchmark.

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  • Autonomous AI + Human

    The future of outsourcing will change how we define a workforce. And WFM must evolve with it.

    View on LinkedIn

  • A robotaxi can't wait in a queue

    So why staff for it with a call-center playbook? WFM on the air traffic control model.

    View on LinkedIn

  • TaskUs turns 18

    A weekend experiment: a quick journey showreel, one-shotted by an agent from a single prompt.

    View on LinkedIn

New · Podcast

The Future of BPO in the Age of Agentic AI

A twelve-minute essay on what agentic AI does to outsourcing: the move from FTEs to outcomes, the missing bottom rung, sovereign AI, liability, and where the margin goes.

17 chapters

Latest builds

4 apps · 15:24 of demos

  • HandOff

    Open

    A concierge takes over a conversation the AI agent could not finish.

  • Muster

    Open

    Recruiting, qualifying and scheduling a crowd for annotation and AI training work.

  • WFM Tx

    Open

    Screening a planner on the skills the role runs on, sent as a link.

  • CapStudio

    Not yet live

    Weekly capacity plans from volume and AHT, with shrinkage, attrition and hiring.

Portrait of Ajit Sharma

Currently

Global Senior Director
Workforce Management & Strategy

’26

Gurugram, Haryana, IndiaTaskUs
Access Mentora AI

I’m Ajit
Sharma.

Twenty years turning workforce science into commercial outcomes - for Fortune 500 operations spanning four global regions.

Global Workforce ManagementClient ServicesAI Strategy
LinkedInEmail
Years in WFM

20+

Years in WFM

Convergys → TaskUs

Revenue scope

$450M+

Revenue scope

Annual, under WFM ownership

FTEs planned

25,000+

FTEs planned

Across global delivery

Specialists led

250+

Specialists led

WFM domain experts

Global regions

4

Global regions

EMEA · APAC · S. & N. America

AI certified

900+

AI certified

Enterprise AI curriculum

01Profile

Executive profile

Based in

Gurugram, Haryana, India

Industries

Banking · Insurance · Financial Services · Telecommunications · Technology · Trust & Safety · AI & Robotics · Data Collections · Healthcare

Delivery footprint

EMEA · APAC · South America · North America

Ajit Sharma photographed from directly above, standing on a stone plaza

Workforce Management and operations executive with 20+ years scaling global service delivery across banking, insurance, financial services, telecommunications, technology, trust and safety, AI and robotics, data collections, and healthcare.

Builds and leads end-to-end WFM practices across capacity planning, demand forecasting, scheduling, and real-time operations for Fortune 500 clients - directing 250+ WFM specialists and planning for FTE populations above 25,000.

Converts operational rigor into commercial outcomes, enabling multi-million-dollar revenue expansion, margin accretion, and structural cost takeout by scaling operations and support through automation, business transformation, and disciplined capacity modeling.

An early mover in AI-enabled operations, having established enterprise AI enablement programs and taken custom LLM solutions into production at scale. Currently accountable for global workforce management operations spanning delivery locations across EMEA, APAC, South America, and North America, underpinning $450M+ in annual revenue.

02Impact

Signature impact

Capacity models are only worth what they return. These are the numbers that moved.

Ajit Sharma working through capacity, forecast and scenario figures on a glass wall at sunset

$120M

Growth enabled at TaskUs

Growth supported between 2024 and 2026 by scaling WFM operations and support behind service expansion and account penetration.

$28M

Released through footprint optimization

Real estate optimization and WFM-engineered solutioning on new business wins.

$85M

Growth enabled at Sutherland

A 28% increase across the BFSI vertical within a single year, enabled by scaling WFM support and consulting engagements.

1.6 → 2.15

Seat utilization lifted

Through a re-engineered enterprise WFM operating model across every delivery site.

−45%

Resource requirement reduced

At unchanged service levels, through automation-led re-engineering.

900+

Professionals AI certified

Alongside proprietary LLM tooling taken into production at enterprise scale.

03Expertise

Areas of expertise

Four disciplines that compound: the workforce cycle itself, the transformation around it, the commercial case for it, and the functions it has to move in lockstep with.

01

Workforce Management

  • Workforce Management (End-to-End Cycle)
  • Capacity Planning & Demand Forecasting
  • Scheduling & Real-Time Operations
  • Resource Management
  • Org Design & Workforce Planning
  • WFM as a Service
  • Real Estate Analytics
02

Operations & Transformation

  • Operational Excellence
  • Operations Strategy
  • Service Delivery & SLA Management
  • Business Transformation
  • Process Automation & AI-Enabled Operations
  • Program & Project Management
03

Commercial & Leadership

  • P&L & Commercial Management
  • Strategic Planning
  • Cost Control & Margin Improvement
  • New Business RFPs & Client Acquisition
  • Client & Stakeholder Management
  • Business Negotiations
  • Commercial Enablement
  • Invoicing & Revenue Tracking
  • Leadership & Communication
04

Cross-Functional Leadership

  • Talent Acquisition
  • Human Resources
  • Operations
  • Information Technology
  • Workplace / Real Estate
  • Finance
  • New Launch & Transition Management
Ajit Sharma explaining an operating model to colleagues around a meeting table
04Career

Twenty years, one arc

From the floor at Convergys to global WFM ownership at TaskUs - each move widening the scope of what a forecast is accountable for.

Ajit Sharma seated in low warm light, looking out of frame

  1. 2005 – 2014

    Convergys

    Assistant Manager

  2. 2015 – 2020

    Accenture

    Senior Consultant

  3. 2020 – 2021

    Wipro

    Senior Manager

  4. 2021 – 2023

    Sutherland

    Director

  5. 2023 – Now

    TaskUs

    Global Senior Director

05Experience

Professional experience

Global Senior Director, Workforce Management & Strategy

June 2023 – Present · Gurugram, India

  • 43% of company revenue
  • 25,000+ FTEs
  • EMEA, APAC, South & North America
  • Lead Workforce Management operations support globally as Global Head for the company's largest client, spanning delivery locations across EMEA, APAC, South America, and North America, and serve as Head of South East Asia, owning end-to-end delivery across 43% of company revenue and 25,000+ FTEs.
  • Enabled $120M of revenue growth between 2024 and 2026 by successfully scaling WFM operations and support behind expanding service coverage and account penetration.
  • Released $28M in savings from 2024 to 2026 through real estate footprint optimization and WFM-engineered solutioning on new business wins.
  • Reimagined and re-engineered the enterprise WFM operating model, lifting agent utilization, forecast accuracy, and schedule adherence across every global delivery site, with seat utilization improved from 1.6 to 2.15.
  • Institutionalized data-driven decision frameworks integrating real-time analytics and AI insight across operations delivery; envisioned and led the build of a proprietary LLM solution that answers operational questions on demand and pushes critical intelligence to leadership automatically.
  • Designed and deployed real-time automation tooling built on LLM-based AI insight solutions, Power BI, and further AI integrations to streamline workflow and reduce manual intervention.
  • Lead cross-functional delivery with Talent Acquisition, Human Resources, Operations, Information Technology, Workplace, and Finance, aligning hiring plans, infrastructure readiness, seat capacity, and cost models to a single demand forecast.
  • Lead commercial enablement teams accountable for invoicing and revenue tracking, connecting planned capacity to billed volume and recognized revenue.
  • Direct project management for operational scale-up, optimization programs, and new site and account launches across global delivery locations.

Director, Workforce Management & New Business RFP

November 2021 – June 2023 · Gurugram, India

  • BFSI vertical
  • Team 52 → 79
  • Portfolio 17 → 32 accounts
  • Served as Global Head of Workforce Management for the Banking, Financial Services & Insurance (BFSI) vertical.
  • Enabled a 28% revenue increase of $85M within a single year by successfully scaling WFM service support and consulting engagements.
  • Scaled the practice from 52 to 79 domain experts to absorb rising demand across capacity planning, forecasting, and real-time operations.
  • Grew the client portfolio from 17 to 32 accounts, onboarding new enterprise clients and securing $1.4M in revenue attainment through the Workforce Management-as-a-Service offering.

Senior Manager, Workforce Management & New Business RFP

August 2020 – November 2021 · Gurugram, India

  • 11,000+ FTEs
  • HRSS 11,000+
  • 3 client wins
  • Acted as Global Head for Wipro financial services, health, and provider accounts, delivering end-to-end workforce management for 11,000+ resources.
  • Directed resource management for HRSS accounts covering a further 11,000+ resources.
  • Led new business RFPs as global lead, converting 3 new client acquisitions, and partnered with Wipro Consulting to head the Workforce Management-as-a-Service offering.
TaskUs logo

TaskUs

Now

Global Senior Director, Workforce Management & Strategy

June 2023 – Present

Gurugram, India

  • 43% of company revenue
  • 25,000+ FTEs
  • EMEA, APAC, South & North America
  • Lead Workforce Management operations support globally as Global Head for the company's largest client, spanning delivery locations across EMEA, APAC, South America, and North America, and serve as Head of South East Asia, owning end-to-end delivery across 43% of company revenue and 25,000+ FTEs.
  • Enabled $120M of revenue growth between 2024 and 2026 by successfully scaling WFM operations and support behind expanding service coverage and account penetration.
  • Released $28M in savings from 2024 to 2026 through real estate footprint optimization and WFM-engineered solutioning on new business wins.
  • Reimagined and re-engineered the enterprise WFM operating model, lifting agent utilization, forecast accuracy, and schedule adherence across every global delivery site, with seat utilization improved from 1.6 to 2.15.
  • Institutionalized data-driven decision frameworks integrating real-time analytics and AI insight across operations delivery; envisioned and led the build of a proprietary LLM solution that answers operational questions on demand and pushes critical intelligence to leadership automatically.
  • Designed and deployed real-time automation tooling built on LLM-based AI insight solutions, Power BI, and further AI integrations to streamline workflow and reduce manual intervention.
  • Lead cross-functional delivery with Talent Acquisition, Human Resources, Operations, Information Technology, Workplace, and Finance, aligning hiring plans, infrastructure readiness, seat capacity, and cost models to a single demand forecast.
  • Lead commercial enablement teams accountable for invoicing and revenue tracking, connecting planned capacity to billed volume and recognized revenue.
  • Direct project management for operational scale-up, optimization programs, and new site and account launches across global delivery locations.
Sutherland Global logo

Sutherland Global

Director, Workforce Management & New Business RFP

November 2021 – June 2023

Gurugram, India

  • BFSI vertical
  • Team 52 → 79
  • Portfolio 17 → 32 accounts
  • Served as Global Head of Workforce Management for the Banking, Financial Services & Insurance (BFSI) vertical.
  • Enabled a 28% revenue increase of $85M within a single year by successfully scaling WFM service support and consulting engagements.
  • Scaled the practice from 52 to 79 domain experts to absorb rising demand across capacity planning, forecasting, and real-time operations.
  • Grew the client portfolio from 17 to 32 accounts, onboarding new enterprise clients and securing $1.4M in revenue attainment through the Workforce Management-as-a-Service offering.
Wipro India Pvt. Ltd. logo

Wipro India Pvt. Ltd.

Senior Manager, Workforce Management & New Business RFP

August 2020 – November 2021

Gurugram, India

  • 11,000+ FTEs
  • HRSS 11,000+
  • 3 client wins
  • Acted as Global Head for Wipro financial services, health, and provider accounts, delivering end-to-end workforce management for 11,000+ resources.
  • Directed resource management for HRSS accounts covering a further 11,000+ resources.
  • Led new business RFPs as global lead, converting 3 new client acquisitions, and partnered with Wipro Consulting to head the Workforce Management-as-a-Service offering.
Earlier roles
Accenture India logo

Accenture India

Senior Consultant, Capacity Planning & Resource Management

January 2015 – August 2020

Gurugram, India

  • 2 Diamond accounts
  • $120M revenue
  • 14M sq. ft. portfolio
  • Directed capacity and FTE planning for Accenture India consulting practices and operations across 2 Diamond accounts generating $120M in annual revenue.
  • Led real estate capacity planning for a 14M sq. ft. portfolio, delivering $13M in savings over two years through structured analytics and utilization modeling.
  • Served as business operations lead for Accenture India consulting practices and led resource management for consulting practices across ANZ and India.
Convergys India Services logo

Convergys India Services

Assistant Manager, Workforce Management & Customer Service

September 2005 – December 2014

Gurugram, India

  • Top 5 clients
  • Virtual command center
  • $6M saved
  • Owned end-to-end workforce management planning and support for the organization's top 5 clients.
  • Established the virtual command center, delivering $6M in savings through centralized real-time operations.
  • Led business transition and training for the workforce management function; progressed from Customer Service Representative (2005–2007) into workforce management leadership.
06AI & Innovation

Operations, rebuilt around AI

Enterprise AI enablement and custom LLM tooling taken into production - not pilots, but systems delivery leadership now runs on.

On demand and auto-pushed

LLM Insights Engine

Envisioned and led the build of a proprietary LLM solution that answers operational questions on demand and pushes the insights that matter to delivery leadership before they are asked for.

Founded & launched

TaskUs Innovation Hub

Deployed Google Gemini LLM-based GEMs (custom GPTs) tailored for Quality, Workforce Management, Policy, and other departments.

900+ certified

AI Practitioner & Enablement

Built and delivered enterprise AI curricula covering core AI concepts, vibe coding, and Google Gemini Pro capabilities.

LLM wellbeing program

AutoWell

Conceived and rolled out AutoWell, advancing employee wellbeing and proactive operational care through LLM-driven signals.

Operational responsiveness

Custom Automated Alerts

Engineered bespoke automated alerting solutions that sharpened responsiveness and cut manual monitoring effort.

Business & operational impact

  • Enabled 45% revenue growth ($97M ACV increase) at TaskUs within a single year, scaling operations and support behind service expansion and automation.
  • Enabled $85M (28%) revenue growth at Sutherland Global within one year across the BFSI vertical.
  • Unlocked $19M in combined savings across virtual command center and real estate capacity initiatives at Convergys and Accenture.
  • Held service levels and SLA adherence steady while reducing required resources by 45% through automation-led re-engineering.
Ajit Sharma presenting a whiteboard titled “WFM + AI: Aspirations”, covering a self-healing schedule, a nudge engine, and dynamic skill-streaming
WFM + AI aspirations - self-healing schedules, behavioural nudges, dynamic skill-streaming
Ajit Sharma beside a display showing a WFM autonomous agent workflow, from status dashboard through root cause analysis to omni-channel outreach
Autonomous agent workflow - alerting through RCA to omni-channel outreach
07Projects

Things I have built

Production web applications designed and shipped personally - the same AI-assisted build practice I teach, applied to problems I wanted to see solved.

08Writing

Notes from the practice

Occasional writing on workforce management, operations transformation, and putting AI to work in delivery.

Read them as a list
09Toolkit

Tools & technology

AI & LLM Platforms

  • Google Gemini Pro
  • Anthropic Claude (Claude Code)
  • OpenAI Codex
  • Google Antigravity
  • Custom GPTs / GEMs

AI Practices

  • Vibe Coding
  • Prompt Engineering
  • LLM-Based Automation
  • AI Training & Certification

Workforce & Operations

  • Workforce Management Systems
  • Capacity Planning & Forecasting Tools
  • Real-Time Adherence Platforms
  • Process Automation
  • Power BI
10Contact

Let’s talk capacity.

Open to conversations on global WFM leadership, operations transformation, and AI-enabled service delivery.

Email

mailajitsharma@gmail.com

LinkedInlinkedin.com/in/iajitsharma

Location

Gurugram, Haryana, India

© 2026 Ajit Sharma. All rights reserved.

Global Workforce Management · Client Services · AI Strategy