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- Tasks: Lead and optimise workforce management processes and systems for a dynamic team.
- Company: Join a forward-thinking company focused on innovation and excellence.
- Benefits: Enjoy remote work, competitive salary, and opportunities for professional growth.
- Why this job: Make a real impact by driving efficiency and innovation in workforce management.
- Qualifications: 7+ years in WFM with strong leadership and analytical skills required.
- Other info: Collaborative environment with excellent career advancement opportunities.
The predicted salary is between 36000 - 60000 £ per year.
Department: Ops - Workforce Management
Travel Required: May be required to travel as per business requirements.
Reports to: Director of WFM
Location: Remote (UK)
Contract Type: Permanent
Grade: C2 / C3
Job Summary / Overview
As a Manager/ Snr Manager you will be the driving force on leading our WFM Optimization suite and processes. You will be responsible for designing, implementing, and continuously improving workforce management processes and infrastructure. This role leads a team of WFM Architects and collaborates closely with WFM resources and business departmental stakeholders to ensure delivery of excellence aligned with the TP BEST WFM framework and TP Standards of delivering Workforce Management end-to-end Services. The position drives optimization, scalability, and innovation across forecasting, scheduling, and real-time management functions, and all key operational, technical, and strategic playgrounds to closely collaborate as an individual and as a function.
Key Responsibilities and Accountabilities
- Lead, mentor, and develop a team of WFM Architects overseeing the management and support for UK and Ireland mainly, and other TP Geo’s as per business needs.
- Foster collaboration, knowledge sharing, and innovation across the WFM function.
- Architect end-to-end WFM processes (forecasting, scheduling, real-time management).
- Identify and implement optimization opportunities to improve efficiency and accuracy.
- Ensure processes align with TP BEST WFM framework standards.
- Oversee the design and deployment of WFM systems, tools, and integrations and champion conversions surrounding set up/stand up of NICE, IEX, ACD’s and Integrations processes.
- Partner with IT and vendor teams to ensure robust infrastructure delivery.
- Maintain governance and compliance across WFM platforms.
- Work closely with WFM resources, operations leaders, and business stakeholders.
- Translate business requirements into scalable WFM solutions.
- Act as the subject matter expert for WFM optimization initiatives.
- Own delivery of WFM KPIs (forecast accuracy, schedule efficiency, adherence).
- Provide insights and recommendations to senior leadership.
- Drive continuous improvement through data-driven decision-making.
- Build and maintain SQI & Central Planning: Seating capacity overview, dynamic floor plans, and utilization summaries.
- Technical Support: Full transfer of system knowledge, team relationships, user and system administration, along with all required audits (CCMS, skills, base code, schedules, shifts, attrition, headcount, holidays, and waitlists).
- WFM Optimization Suite: Framework, deviation model, agent and forecast import builders, and all supporting tools.
- IEX Administration: NICE relationship management, ServiceNow processes, SmartSyncs, and overall system administration.
- TPS Migration: Current progress, next steps, and completion strategy.
- Game Plan & Training Library: BEST framework, process documents, planner, and the full training library.
Required Skills & Competencies
- Technical Expertise: Deep knowledge of WFM systems (e.g., NICE, Verint, Genesys, Teleopti).
- Analytical Skills: Strong ability to interpret data, identify trends, and propose solutions.
- Leadership: Proven experience managing WFM teams and driving organizational change.
- Project Management: Skilled in leading complex initiatives, with PMP/Lean Six Sigma preferred.
- Communication: Excellent stakeholder management and presentation skills.
- Strategic Thinking: Ability to align WFM processes with long-term business goals.
Preferred Qualifications
- 7+ years in Workforce Management, with at least 3 years in an architectural or optimization role.
- Knowledge and championing the usage of WFM Systems like NICE, Genesys and its Integration, Anaplan, Tableau, Knowledge of SQI, VBI and Power BI tools, and processes are preferred.
- Experience closely working or leading teams of WFM professionals (forecasters, schedulers, real-time analysts).
- Demonstrated success in delivering WFM infrastructure projects.
- Familiarity with TP BEST WFM framework or similar global standards.
- Bachelor's degree in Business, Operations, or related field.
WFM Manager / Snr Manager (WFM Optimization Architect) employer: Teleperformance Ltd
Contact Detail:
Teleperformance Ltd Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land WFM Manager / Snr Manager (WFM Optimization Architect)
✨Tip Number 1
Network like a pro! Reach out to your connections in the WFM space and let them know you're on the lookout for opportunities. You never know who might have the inside scoop on a role that’s perfect for you.
✨Tip Number 2
Get your game face on for interviews! Research the company and prepare to discuss how your experience aligns with their WFM optimisation goals. Show them you’re not just another candidate, but the one they need to drive their processes forward.
✨Tip Number 3
Don’t shy away from showcasing your technical skills! Be ready to talk about your experience with WFM systems like NICE or Genesys. Highlight specific projects where you’ve made a real impact – numbers speak volumes!
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you’re genuinely interested in being part of our team at StudySmarter.
We think you need these skills to ace WFM Manager / Snr Manager (WFM Optimization Architect)
Some tips for your application 🫡
Tailor Your CV: Make sure your CV is tailored to the WFM Manager role. Highlight your experience with WFM systems and any leadership roles you've held. We want to see how your skills align with our needs!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to explain why you're passionate about workforce management and how you can contribute to our team. Keep it engaging and relevant to the job description.
Showcase Your Achievements: When detailing your work experience, focus on specific achievements that demonstrate your expertise in WFM optimization. Numbers and results speak volumes, so don’t shy away from sharing them!
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it’s super easy!
How to prepare for a job interview at Teleperformance Ltd
✨Know Your WFM Systems
Make sure you brush up on your knowledge of WFM systems like NICE, Genesys, and Verint. Be ready to discuss how you've used these tools in past roles and how they can be optimised for better efficiency.
✨Showcase Your Leadership Skills
As a WFM Manager, you'll need to demonstrate your ability to lead and mentor a team. Prepare examples of how you've successfully managed teams in the past, focusing on collaboration and driving change.
✨Be Data-Driven
Since this role involves a lot of data interpretation, come prepared with examples of how you've used data to identify trends and propose solutions. Highlight any experience with tools like Tableau or Power BI.
✨Align with Business Goals
Understand the company's long-term business goals and think about how WFM processes can align with them. Be ready to discuss strategies you've implemented that have supported broader organisational objectives.
