WFM Optimization Architect — Remote UK Leader

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

Job summary

A leading customer experience management firm is searching for a WFM Manager / Snr Manager to optimize workforce management processes. This role involves leading a team of WFM Architects, collaborating with stakeholders, and delivering scalable WFM solutions. Ideal candidates have deep knowledge of WFM systems, proven leadership skills, and a strategic mindset. You'll be responsible for creating efficiencies and ensuring process alignment with best practices. Join us to make a significant impact in workforce optimization while enhancing operational excellence.

Qualifications

• 7+ years in Workforce Management, with at least 3 years in an architectural or optimization role.
• Demonstrated success in delivering WFM infrastructure projects.
• Experience closely working or leading teams of WFM professionals.

Responsibilities

• Lead, mentor, and develop a team of WFM Architects.
• Identify and implement optimization opportunities to improve efficiency.
• 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

Genesys

Anaplan

Tableau

Power BI

Job description

A leading customer experience management firm is searching for a WFM Manager / Snr Manager to optimize workforce management processes. This role involves leading a team of WFM Architects, collaborating with stakeholders, and delivering scalable WFM solutions. Ideal candidates have deep knowledge of WFM systems, proven leadership skills, and a strategic mindset. You'll be responsible for creating efficiencies and ensuring process alignment with best practices. Join us to make a significant impact in workforce optimization while enhancing operational excellence.