At a Glance
- Tasks: Lead a team to optimise costs and resources in a dynamic operations environment.
- Company: Join a leading company focused on innovation and operational excellence.
- Benefits: Competitive salary, travel opportunities, and a supportive work culture.
- Other info: Collaborative environment with opportunities for professional growth and development.
- Why this job: Make a real impact on business planning and drive efficiency through technology.
- Qualifications: 6+ years in WFM management and a relevant degree.
The predicted salary is between 72000 - 108000 £ per year.
OVERVIEW OF ROLE
The Director for Central Planning is a key role in UKI Operations and is accountable for leading a team to manage centralised control of costs and resources for Property, Assets, SPOC roles as well as producing direction and insight on the aggregated UKI capacity and demand forecast. The role holder reports into the SVP for Business Planning & Commercial Optimisation (BP&CO). The role is responsible for delivery of consolidated UKI analysis on FTE, Assets, Seats and SPOC roles and ensuring decisions are made to optimise cost and service. The role holder will support the annual budgeting process and work closely with commercial and finance teams to support alignment including technological advancements to improve accuracy and reduce effort between WFM and Finance activities. The role holder will support new client business requests from solutions teams and support on WFM/Telephony integration, migration and set-up as required acting as a SME for the region. The role holder will support standards, best practice and technical projects on WFM across UKI NESSA regions and run offshore support teams in SSA where appropriate as a service to UKI WFM.
ROLE DYNAMICS
- Reports To: SVP BP&CP
- Base Location: UK or Ireland (with travel required to any TP location as necessary)
- Grade: TBC
KEY RESPONSIBILITIES
- Produce a minimum 6 month UKI Capacity & Demand forecast and analysis.
- Lead regular UKI reviews on people, assets and property costs ensuring the right analysis and insights to balance cost, group targets and delivery of service commitments.
- Provide strong business partnering including analysis and guidance.
- Support Client and Solutions teams with New Biz demand sizing and solutions ensuring robust and commercially sound processes and inputs go into pricing.
- Develop a new fit for purpose tool for planning TPS 2 including integration to the Commercial processes for P&L forecasts.
- Support the achievement of a Great Place to Work in UKI Operations.
- Create a high-performance working environment with engaged and high performing colleagues in both UK and Ireland.
- Support other UKI NESSA regions on technical WFM matters including migrations, set-up, troubleshooting and configuration.
- Deliver an effective, low-cost delivery model for Planning Administration activity.
- Drive process efficiencies and improvements through automation, AI and a streamlined organisational design that takes best practices from WFM across TP Group.
- Support CEO and Client Teams on cost optimisation strategies as required.
KPIs & OBJECTIVES (subject to change at direction of TP Leadership)
- FINANCE MANDATORY OBJECTIVES/KPIs
- UK & Ireland Sales & Margin Delivery vs Budget.
- Department SG&A Budget targets.
- BUSINESS KPIs
- Team Gearing Ratio Improvement (spent per 1,000 FTEs).
- WFM Best certification & compliance rates.
- Group SPOC compliance.
- Stakeholder Sentiment Scores.
- Central Planning Accuracy & Savings, i.e. redeployment & transfer rates.
- Ensure favourable culture in own.
ROLE REQUIREMENTS
- Minimum 6 years experience running WFM teams at a senior manager level.
- Experience managing WFM across diverse large businesses.
- Experience overseeing WFM Implementations & Migrations.
- Qualifications: University educated with BSc or equivalent qualification.
WFM Director (Newport) employer: Teleperformance
As a WFM Director at our Newport location, you will join a dynamic and innovative team dedicated to optimising resources and costs while fostering a culture of excellence and collaboration. We prioritise employee growth through continuous learning opportunities and support for professional development, ensuring that our team members thrive in a high-performance environment. With a commitment to creating a Great Place to Work, we offer a unique blend of competitive benefits and a supportive work culture that values your contributions and encourages innovation.
StudySmarter Expert Advice🤫
We think this is how you could land WFM Director (Newport)
✨Tip Number 1
Network like a pro! Reach out to your connections in the industry, attend relevant events, and don’t be shy about asking for introductions. We all know that sometimes it’s not just what you know, but who you know that can land you that dream job.
✨Tip Number 2
Prepare for interviews by researching the company inside out. Understand their values, recent projects, and challenges they face. We want you to walk in feeling confident and ready to show how you can contribute to their success!
✨Tip Number 3
Practice makes perfect! Conduct mock interviews with friends or mentors to refine your answers and get comfortable with the format. We believe that the more you practice, the more natural it will feel when it’s time to shine.
✨Tip Number 4
Don’t forget to follow up after your interview! A simple thank-you email can go a long way in leaving a positive impression. We recommend reiterating your interest in the role and mentioning something specific from the conversation to make it personal.
We think you need these skills to ace WFM Director (Newport)
Some tips for your application 🫡
Tailor Your CV:Make sure your CV is tailored to the WFM Director role. Highlight your experience in managing WFM teams and any relevant achievements that align with the key responsibilities mentioned in the job description.
Craft a Compelling Cover Letter:Your cover letter should tell us why you're the perfect fit for this role. Use specific examples from your past experiences that demonstrate your ability to lead teams and optimise costs, as well as your understanding of WFM processes.
Showcase Your Analytical Skills:Since the role involves producing forecasts and analysis, make sure to showcase your analytical skills. Mention any tools or methodologies you’ve used in the past to drive insights and improve decision-making.
Apply Through Our Website:We encourage you to apply through our website for a smoother application process. This way, we can easily track your application and ensure it gets the attention it deserves!
How to prepare for a job interview at Teleperformance
✨Know Your Numbers
As a WFM Director, you'll need to be comfortable with data. Brush up on your understanding of capacity and demand forecasts, as well as financial metrics like SG&A budgets. Be ready to discuss how you've used data to drive decisions in previous roles.
✨Showcase Your Leadership Skills
This role requires leading teams and driving performance. Prepare examples that highlight your experience in managing WFM teams, fostering a high-performance culture, and engaging colleagues. Think about specific challenges you've faced and how you overcame them.
✨Understand the Business Landscape
Familiarise yourself with the company's operations and how WFM fits into the bigger picture. Be prepared to discuss how you can support client and solutions teams with new business demand sizing and pricing strategies. This shows you're not just a numbers person but also a strategic thinker.
✨Emphasise Process Improvement
The role involves driving efficiencies through automation and best practices. Come armed with examples of how you've implemented process improvements in past roles. Discuss any tools or technologies you've used to streamline operations and enhance service delivery.
