WFM Assistant Manager

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

Overview

Workforce Management Assistant Manager

Location: on-site in Dublin

Contract: full-time & permanent

Salary: €45,000 - €50,000 DOE

Great Benefits

Summary

We are seeking a high-performing Workforce Management (WFM) Assistant Manager to support the delivery of TP WFM Standards across Real-Time Management, Forecasting/Scheduling support, and Analyst oversight. Reporting directly to the WFM Manager, this role plays a critical part in ensuring day-to-day operational stability, real-time responsiveness, and high-quality WFM service delivery to both TP and Client stakeholders. The Assistant Manager will lead Real-Time teams and Analysts, coordinate closely with UK & Ireland WFM, MI, and Finance POCs, and support the execution of the end-to-end WFM cycle for the assigned LOB’s. The ideal candidate will be a strong people leader with excellent analytical capability, operational discipline, and the ability to translate data into actionable insights.

Key Responsibilities & Accountabilities

• Real-Time Operations Leadership - Oversee Real-Time Analysts and Leaders; ensure adherence to intraday plans, service levels, shrinkage controls, and real-time governance.
• Analyst Team Management - Lead and coach Analysts responsible for forecasting, scheduling, and MI support; ensure high-quality output and continuous development.
• Intraday Performance Management - Monitor queues, staffing, adherence, and performance trends; drive timely interventions to protect SLAs and operational KPIs.
• Operational Coordination - Work closely with the WFM Manager, Operations, MI, and Finance to ensure alignment on daily priorities, capacity plans, and performance expectations.
• Data-Driven Decision Support - Analyse real-time and historical data to identify trends, variances, and improvement opportunities; present insights to internal and client stakeholders.
• Schedule & Forecast Support - Support the forecasting and scheduling teams with data validation, trend analysis, and operational feedback.
• Client Interaction & Support - Provide timely responses to client queries related to intraday performance, staffing, and capacity; elevate issues appropriately.
• Footprint & Capacity Tracking - Support tracking of program allocation, seating utilisation, and footprint governance across sites.
• KPI Monitoring & Reporting - Track KPIs such as adherence, occupancy, shrinkage, and SLA performance; support continuous improvement initiatives.
• Compliance & Governance - Ensure schedules, breaks, and real-time actions comply with labour laws, organisational policies, and client requirements.
• Tool & System Utilisation - Use IEX, Anaplan, Agent Connect, Tableau, Power BI, and TPS tools to manage real-time operations and produce actionable insights.
• People Leadership & Development - Coach, mentor, and develop Real-Time and Analyst team members; foster a culture of collaboration, accountability, and continuous learning.
• Issue & Dispute Resolution - Address disputes related to adherence, performance, or workload fairly and effectively.
• Continuous Improvement - Support WFM Manager in implementing process improvements, tool enhancements, and operational optimisation initiatives.

Recommended Qualifications & Skills

• WFM Systems Expertise - Hands-on experience with IEX, Anaplan, Agent Connect, TPS, or similar WFM platforms; strong Power BI/Tableau capability.
• Real-Time & Intraday Expertise - Strong understanding of intraday management, adherence, SLA protection, and queue dynamics.
• Analytical Strength - Ability to interpret data, identify trends, and produce clear insights for decision-making.
• People Leadership - Experience managing Real-Time teams or Analysts; strong coaching and development capability.
• Operational Discipline - Ability to manage multiple priorities, maintain accuracy, and ensure governance in fast-paced environments.
• Client & Stakeholder Engagement - Strong communication skills with the ability to present data clearly to internal and client stakeholders.
• Adaptability - Comfortable with rapid change, evolving priorities, and dynamic operational environments.
• Education - Bachelor’s degree or equivalent experience preferred

You must have the right to work in Ireland for this role. We are unable to provide visa sponsorship.