Kunal Sharma

Kunal Sharma is an experienced workforce management leader currently serving as the Contact Center Workforce Management Leader at United Airlines since November 2020, overseeing operations at the India Knowledge Center for United Cargo, Baggage, and Airport Operations. Kunal is responsible for comprehensive forecasting, planning, and staffing across multiple industries while collaborating with leadership on strategic transformation initiatives. Previously, Kunal held significant roles at BT as Associate Director in Workforce & Demand Management and at Serco as Country Manager in Enterprise Resource Planning, managing large teams and operational efficiencies in service delivery. Kunal began a career at WNS Global Services, developing expertise in real-time adherence and operational support. Kunal earned a Bachelor’s degree in Commerce from Delhi University.