Remote WFM Optimization Lead | Architect

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

Job summary

A global service provider is seeking a WFM Manager/Snr Manager to lead their WFM Optimization initiative. This role involves designing and continuously improving workforce management processes and infrastructure while managing a team of WFM Architects. Responsibilities include collaborating with stakeholders to deliver excellence in workforce management services, optimizing forecasting and scheduling functions, and ensuring compliance with the standards. Candidates should have a strong background in WFM systems and proven leadership experience.

Qualifications

• 7+ years in Workforce Management, with 3 years in an architectural or optimization role.
• Experience leading teams of WFM professionals (forecasters, schedulers, real-time analysts).
• Familiarity with TP BEST WFM framework.

Responsibilities

• Lead and develop a team of WFM Architects overseeing management and support.
• Architect end-to-end WFM processes including forecasting and scheduling.
• Drive continuous improvement through data-driven decision-making.

Skills

Deep knowledge of WFM systems (e.g., NICE, Verint, Genesys, Teleopti)

Ability to interpret data, identify trends

Proven experience managing WFM teams

Skilled in leading complex initiatives

Excellent stakeholder management and presentation skills

Ability to align WFM processes with long-term business goals

Education

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

Tools

NICE

Genesys

Tableau

Power BI

Job description

A global service provider is seeking a WFM Manager/Snr Manager to lead their WFM Optimization initiative. This role involves designing and continuously improving workforce management processes and infrastructure while managing a team of WFM Architects. Responsibilities include collaborating with stakeholders to deliver excellence in workforce management services, optimizing forecasting and scheduling functions, and ensuring compliance with the standards. Candidates should have a strong background in WFM systems and proven leadership experience.