WFM Leader

Golden Opportunities; Bengaluru; On-site; INR 1,500,000 - 2,500,000; Full time

Job summary

Golden Opportunities in Bengaluru seeks a senior WFM leader to architect and implement a full-scale Workforce Management function for multi-LOB operations. You will own forecasting, capacity planning, scheduling, real-time management, and analytics, partnering with operations to deliver measurable efficiency.

You will design the WFM org, staffing models, and governance, building a scheduling engine, intraday command center practices, and clear escalation paths to ensure service levels are met

Responsibilities

• Lead end-to-end Workforce Management setup: people, process, tools, governance, for forecasting, capacity planning, scheduling, and analytics.
• Define WFM org structure and staffing model across Forecasting, Scheduling, Real-Time, Analytics, Tools, and Governance.
• Create scheduling/rostering engine: shift plans, breaks, leave planning, and roster adherence governance.
• Stand up real-time command center practices: intraday monitoring, adherence tracking, alerts, and re-forecasting.
• Define escalation paths with Ops for service level recovery and risk mitigation.

Job description

Job Responsibilities

• Lead the end-to-end setup of a Workforce Management function (people, process, tools, governance) to deliver forecasting, capacity planning, scheduling/rostering, real-time management, and WFM analytics for multi-LOB operations.
• Define WFM org structure and staffing model across key pillars: Forecasting & Capacity Planning, Scheduling & Rostering, Real-Time Management, Reporting & Analytics, Tools & Automation, LOB Governance.
• Create scheduling/rostering engine: shift plans, break optimization, time-off planning, leave/off-phone planning, and roster adherence governance.
• Stand up real-time command center practices: intraday monitoring, adherence tracking, exception handling, alerts, and intraday re-forecasting where needed.
• Define escalation paths and corrective actions with Ops for service level recovery and risk mitigation.

Contact Person - Maheshwari Balasubramanian

Email - [e-mail]