WFM Optimization Architect — Remote UK Leader

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

Job summary

A leading workforce management company is seeking an experienced WFM Manager to lead the WFM Optimization suite, oversee a team of WFM Architects, and drive continuous improvement initiatives. The position requires 7+ years in Workforce Management, expertise in WFM systems like NICE and Genesys, and strong analytical and leadership skills. This role offers the opportunity to foster collaboration, optimize processes, and deliver impactful solutions aligned with business goals. This fully remote role is based in the UK.

Qualifications

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

Responsibilities

• Lead, mentor, and develop a team of WFM Architects.
• Ensure processes align with TP BEST WFM framework standards.
• Drive continuous improvement through data-driven decision-making.

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

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

Tableau

Power BI

Job description

A leading workforce management company is seeking an experienced WFM Manager to lead the WFM Optimization suite, oversee a team of WFM Architects, and drive continuous improvement initiatives. The position requires 7+ years in Workforce Management, expertise in WFM systems like NICE and Genesys, and strong analytical and leadership skills. This role offers the opportunity to foster collaboration, optimize processes, and deliver impactful solutions aligned with business goals. This fully remote role is based in the UK.