Remote WFM Optimization Lead | Architect

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

Job summary

A leading global service provider in the UK is seeking an experienced WFM Manager/Snr Manager to drive the WFM Optimization processes. This role requires leading a team, designing and implementing workforce management strategies, and ensuring compliance with standards. Candidates must have deep knowledge in WFM systems and experience in managing teams. The position offers remote work flexibility and is suited for individuals with strong analytical and strategic skills in workforce management.

Qualifications

• 7+ years in Workforce Management, with at least 3 years in a role focused on architecture or optimization.
• Strong understanding of WFM systems and their integrations.
• Experience in managing teams of WFM professionals.

Responsibilities

• Lead and develop a team responsible for WFM optimization.
• Architect end-to-end WFM processes including forecasting and scheduling.
• Drive continuous improvement through data-driven decision-making.

Skills

Technical Expertise

Analytical Skills

Leadership

Project Management

Communication

Strategic Thinking

Education

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

Tools

NICE

Verint

Genesys

Teleopti

Anaplan

Tableau

Power BI

Job description

A leading global service provider in the UK is seeking an experienced WFM Manager/Snr Manager to drive the WFM Optimization processes. This role requires leading a team, designing and implementing workforce management strategies, and ensuring compliance with standards. Candidates must have deep knowledge in WFM systems and experience in managing teams. The position offers remote work flexibility and is suited for individuals with strong analytical and strategic skills in workforce management.