WFM Director

Teleperformance SE; Bath; On-site; GBP 75,000 - 100,000; Full time

Job summary

A leading global outsourcing company is seeking a Director for Central Planning in Bath, England. The successful candidate will manage costs and resources while providing insights on capacity and demand forecasts. They will work closely with finance teams, support new client business requests, and optimize operational processes. A strong background in WFM management and business analysis is essential. This role requires a minimum of 6 years of relevant experience and a university degree.

Qualifications

• Minimum 6 years of experience running WFM teams at a senior manager level.
• Experience in managing WFM across diverse large businesses.
• Experience overseeing WFM implementations and migrations.

Responsibilities

• Lead a team to manage centralised control of costs and resources for multiple roles.
• Produce direction and insight on aggregate capacity and demand forecast.
• Support annual budgeting process and align with commercial and finance teams.

Skills

WFM team management

Business analysis

Cost optimisation strategies

Stakeholder management

Education

University educated with BSc or equivalent qualification

Job description

The Director for Central Planning is a key role in UKI Operations and is accountable 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 accurate and reduce effort between WFM and Finance activities. The roleholder 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 roleholder will support standards, best practice and technical projects on WFM across UKINESSA 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, Produce a min 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 UKINESSA 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.

KPI's & Objectives

• UK & Ireland Sales & Margin Delivery vs Budget.
• Department SG&A Budget targets
• Team Gearing Ratio Improvement (£ spent per 1,000 FTEs)
• WFM Best certification & compliance rates.
• Group SPOC compliance.
• Stakeholder Sentiment Scores.
• Central Planning Accuracy & Savings, ie redeployment & transfer rates.

Qualifications

• Ensure favourable culture in own
• Min 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