Job Title: Manager – Senior Manager – Tower Lead WFM

Job Location: Bangalore

Work Model: Mandatory Work from Office

Candidate Location -Anywhere in India

Candidate Industry (BPO / KPO / GBS / GCC / GSS / Captive Shared Services)

Education and Certification Qualification: Any Degree

Specific Remarks: Full-time Education is Mandatory, No Correspondence, 15 years regular stream of education mandatory, etc.

Detailed 12 years of experience, with significant leadership experience in Workforce Management within BPO, shared services or large-scale operations.

Proven ownership of forecasting, capacity planning, scheduling, roster management, real-time management and WFM reporting in a complex, multi-site or multi-country environment. Demonstrated experience managing WFM teams, client stakeholders, service-level risks, planning assumptions, escalations and transformation initiatives.

Strong knowledge of workload drivers, forecasting methods, staffing models, shrinkage, utilization, occupancy,



schedule efficiency, adherence and scenario planning.

Working experience with one or more WFM platforms such as NICE IEX, Verint, Genesys, Calabrio, Aspect, Blue Yonder or equivalent.

Experience with transition, operating model design, data validation, SOP development, readiness assessment, go-live and stabilization for recent or expanding accounts.

Advanced Excel and analytical skills; exposure to Power BI, Tableau, SQL or automation tools is preferred.

Ability to influence hiring, training, operations, finance and client teams using fact-based recommendations and clearly articulated business trade-offs.

Excellent executive communication, presentation, negotiation, problem-solving and stakeholder management skills.

Key Skills: Workforce Management , forecasting, capacity planning, scheduling , HCM, Workday

📌 Senior Manager – Tower Lead WFM – Bangalore - GO/JC/4523/2026 (Bengaluru)
🏢 Golden Opportunities
📍 Bengaluru