Real-Time WFM Lead | Dublin - Forecasting & Analytics

Teleperformance; Dublin; On-site; EUR 45,000 - 50,000; Full time

Job summary

Teleperformance is seeking a high-performing Workforce Management (WFM) Assistant Manager to support real-time management, forecasting, scheduling, and analyst oversight. You will lead Real-Time teams and Analysts, coordinating with UK & Ireland WFM, MI, and Finance POCs to ensure day-to-day stability and SLA protection.

The role requires strong analytical capability, operational discipline, and the ability to translate data into actionable insights.

Qualifications

• Hands-on experience with WFM platforms like IEX, Anaplan, and TPS.
• Strong real-time/intraday management knowledge.
• Ability to interpret data and produce clear insights.
• Experience leading Real-Time teams or Analysts.
• Strong communication with internal and client stakeholders.
• Adaptable to rapid change and shifting priorities.

Responsibilities

• Lead Real-Time Analysts and Leaders to meet intraday plans and SLAs.
• Coach Analysts in forecasting, scheduling, and MI support.
• Monitor queues, staffing, adherence, and performance trends.
• Collaborate with WFM Manager, Operations, MI, and Finance on priorities.
• Translate data into actionable insights for stakeholders.
• Support forecasting, scheduling data validation, and feedback.
• Ensure labour law compliance in schedules and breaks.

Skills

WFM Systems

Real-Time Intraday

Data analysis

People leadership

Operational discipline

Stakeholder engagement

Adaptability

Bachelor's degree

Education

Bachelor's degree

Tools

IEX

Anaplan

Agent Connect

TPS

Tableau

Power BI

Job description

Teleperformance is seeking a high-performing Workforce Management (WFM) Assistant Manager to support real-time management, forecasting, scheduling, and analyst oversight. You will lead Real-Time teams and Analysts, coordinating with UK & Ireland WFM, MI, and Finance POCs to ensure day-to-day stability and SLA protection.

The role requires strong analytical capability, operational discipline, and the ability to translate data into actionable insights.