WFM Optimization Architect — Remote UK Leader

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

Job summary

A leading global business services provider is seeking a WFM Manager to lead the optimization suite and improve workforce management processes. This role involves managing a team of WFM Architects while collaborating with stakeholders to ensure excellence in workforce management. The ideal candidate will have over 7 years in Workforce Management, including experience in architectural roles, with deep knowledge of systems like NICE and Genesys. This position offers a pathway for driving innovation and efficiency in WFM practices.

Qualifications

• 7+ years in Workforce Management, with at least 3 years in an architectural or optimization role.
• Experience in delivering WFM infrastructure projects.
• Familiarity with TP BEST WFM framework or similar global standards.

Responsibilities

• Lead and develop a team of WFM Architects primarily for UK and Ireland.
• Architect end-to-end WFM processes and identify optimization opportunities.
• Ensure compliance with TP BEST WFM framework standards.

Skills

Deep knowledge of WFM systems

Strong ability to interpret data

Proven experience managing WFM teams

Skilled in leading complex initiatives

Excellent stakeholder management

Ability to align WFM processes

Education

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

Tools

NICE

Verint

Genesys

Teleopti

Anaplan

Tableau

Power BI

Job description

A leading global business services provider is seeking a WFM Manager to lead the optimization suite and improve workforce management processes. This role involves managing a team of WFM Architects while collaborating with stakeholders to ensure excellence in workforce management. The ideal candidate will have over 7 years in Workforce Management, including experience in architectural roles, with deep knowledge of systems like NICE and Genesys. This position offers a pathway for driving innovation and efficiency in WFM practices.