WFM Optimization Architect — Remote UK Leader

Teleperformance; Remote; GBP 70,000 - 90,000; Full time

Job summary

A leading customer service firm is seeking a WFM Manager to lead optimization efforts for workforce management processes. Responsibilities include architecting end-to-end WFM processes and leading a team of architects while ensuring collaboration across departments. The ideal candidate should have over 7 years of experience in workforce management, strong analytical and leadership skills, and a bachelor's degree in a related field. This role is remote within the UK and offers a permanent contract.

Qualifications

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

Responsibilities

• Lead a team of WFM Architects and ensure delivery of excellence in WFM processes.
• Architect end-to-end WFM processes like forecasting and scheduling.
• Provide insights and recommendations to senior leadership.

Skills

Deep knowledge of WFM systems (e.g., NICE, Verint, Genesys, Teleopti)

Strong ability to interpret data, identify trends, and propose solutions

Proven experience managing WFM teams and driving organizational change

Skilled in leading complex initiatives

Excellent stakeholder management and presentation skills

Ability to align WFM processes with long‑term business goals

Education

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

Tools

NICE

Verint

Genesys

Teleopti

Anaplan

Tableau

Power BI

Job description

A leading customer service firm is seeking a WFM Manager to lead optimization efforts for workforce management processes. Responsibilities include architecting end-to-end WFM processes and leading a team of architects while ensuring collaboration across departments. The ideal candidate should have over 7 years of experience in workforce management, strong analytical and leadership skills, and a bachelor's degree in a related field. This role is remote within the UK and offers a permanent contract.