WFM Optimization Architect — Remote UK Leader

Teleperformance; Remote; GBP 50,000 - 70,000; Full time

Job summary

A leading customer management company is seeking a WFM Manager for their remote UK operations. You will lead a team focused on WFM Optimization, ensuring delivery excellence aligned with standards while driving innovation and optimization in forecasting and scheduling. The ideal candidate will have extensive experience in WFM systems and a track record of managing teams to improve efficiency and accuracy. Excellent communication and project management skills are essential for success in this role, which offers the opportunity to influence operational strategies significantly.

Qualifications

• 7+ years in Workforce Management, with at least 3 in an architectural or optimization role.
• Proven experience managing WFM teams and driving change.

Responsibilities

• Lead and develop a team of WFM Architects overseeing management support.
• Architect end-to-end WFM processes including forecasting and scheduling.
• Ensure processes align with TP BEST WFM framework standards.
• Translate business requirements into scalable WFM solutions.

Skills

Technical Expertise in WFM systems

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 customer management company is seeking a WFM Manager for their remote UK operations. You will lead a team focused on WFM Optimization, ensuring delivery excellence aligned with standards while driving innovation and optimization in forecasting and scheduling. The ideal candidate will have extensive experience in WFM systems and a track record of managing teams to improve efficiency and accuracy. Excellent communication and project management skills are essential for success in this role, which offers the opportunity to influence operational strategies significantly.