Remote WFM Optimization Lead | Architect

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

Job summary

A global workforce management firm is seeking a WFM Manager/Snr Manager to lead the customization and optimization of workforce management processes. In this role, you will manage a team and collaborate across departments to improve efficiency in forecasting and scheduling. The ideal candidate will have extensive experience in WFM systems, strong analytical skills, and a proven track record in project management. This position is remote and offers a permanent contract.

Qualifications

• 7+ years in Workforce Management, minimum 3 years in architectural or optimization role.
• Proven experience managing WFM teams and driving organizational change.
• Strong ability to interpret data and identify trends.

Responsibilities

• Lead and develop a team of WFM Architects.
• Architect end-to-end WFM processes.
• Drive continuous improvement through data-driven decision-making.

Skills

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

Data analysis

Team leadership

Project management

Stakeholder management

Strategic thinking

Education

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

Tools

Anaplan

Tableau

Power BI

Job description

A global workforce management firm is seeking a WFM Manager/Snr Manager to lead the customization and optimization of workforce management processes. In this role, you will manage a team and collaborate across departments to improve efficiency in forecasting and scheduling. The ideal candidate will have extensive experience in WFM systems, strong analytical skills, and a proven track record in project management. This position is remote and offers a permanent contract.