WFM Optimization Architect — Remote UK Leader

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

Job summary

A global contact center leader based in the UK is looking for a WFM Manager to spearhead their WFM Optimization suite. You will be responsible for designing and implementing efficient workforce management processes while mentoring a team of WFM architects. Your expertise in advanced WFM systems and strong leadership skills are essential for this role. This is a remote position that requires strategic thinking to align WFM processes with long-term business goals.

Qualifications

• 7+ years in Workforce Management with 3+ years in an architectural or optimization role.
• Proven experience managing WFM teams and driving organizational change.
• Skilled in leading complex initiatives, with PMP / Lean Six Sigma preferred.

Responsibilities

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

Skills

WFM systems 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 global contact center leader based in the UK is looking for a WFM Manager to spearhead their WFM Optimization suite. You will be responsible for designing and implementing efficient workforce management processes while mentoring a team of WFM architects. Your expertise in advanced WFM systems and strong leadership skills are essential for this role. This is a remote position that requires strategic thinking to align WFM processes with long-term business goals.