Remote WFM Optimization Architect | Senior Manager

Teleperformance; United Kingdom; Remote; GBP 60,000 - 80,000; Full time

Job summary

A leading global outsourcing company is seeking a WFM Manager to lead a team of Architects and optimize workforce management processes. This remote position requires deep knowledge of WFM systems and proven leadership experience. The ideal candidate will architect end-to-end WFM processes, ensuring efficiency and compliance with business standards, while driving continuous improvement through data-driven decisions.

Qualifications

• 7+ years in Workforce Management, with at least 3 years in an architectural or optimization role.
• Proven experience managing WFM teams and driving organizational change.
• Experience leading teams of WFM professionals (forecasters, schedulers, real-time analysts).

Responsibilities

• Lead, mentor, and develop a team of WFM Architects.
• Architect end-to-end WFM processes.
• Identify and implement optimization opportunities.

Skills

WFM systems knowledge (NICE, Verint, Genesys, Teleopti)

Analytical skills

Leadership

Project management

Communication

Strategic thinking

Education

Bachelor’s degree in Business, Operations, or related field

Tools

NICE

Genesys

Anaplan

Tableau

Power BI

Job description

A leading global outsourcing company is seeking a WFM Manager to lead a team of Architects and optimize workforce management processes. This remote position requires deep knowledge of WFM systems and proven leadership experience. The ideal candidate will architect end-to-end WFM processes, ensuring efficiency and compliance with business standards, while driving continuous improvement through data-driven decisions.