WFM Assistant Manager: Real-Time Operations & Forecasting

Tp-8f723eaf; Leinster; On-site; EUR 42,000 - 58,000; Full time

Job summary

Tp-8f723eaf is seeking a high‑performing Workforce Management Assistant Manager to lead Real‑Time teams, coordinate with UK & Ireland WFM, MI and Finance POCs, and support end‑to‑end WFM cycles for the assigned LOB. You will translate data into actionable insights to protect SLAs and drive performance improvements.

The role requires strong people leadership, excellent analytical capability, operational discipline, and the ability to manage multiple priorities in a fast‑paced environment.

Qualifications

• Hands‑on experience with WFM platforms (IEX/Anaplan/TPS) and BI tools.
• Strong intraday management, SLA protection, and queue dynamics knowledge.
• Proven coaching and development capability for Real‑Time teams.
• Ability to translate data into clear insights for clients and internal stakeholders.
• Ability to manage multiple priorities with governance in fast‑paced environments.
• Excellent communication with internal and client stakeholders.

Responsibilities

• 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 KPIs.
• Operational Coordination — work with WFM Manager, Operations, MI, and Finance to align daily priorities and capacity plans.
• Data‑Driven Decision Support — analyze real‑time and historical data to identify trends and opportunities; present insights to stakeholders.
• Schedule & Forecast Support — support forecasting with data validation and trend analysis.
• Client Interaction & Support — respond to client queries on intraday performance, staffing, and capacity.
• Footprint & Capacity Tracking — track program allocation and seating utilization across sites.
• KPI Monitoring & Reporting — track adherence, occupancy, shrinkage, and SLA performance; drive improvements.
• Compliance & Governance — ensure schedules and real‑time actions comply with laws and policies.
• Tool & System Utilisation — use IEX, Anaplan, Agent Connect, Tableau, Power BI, and TPS tools.
• People Leadership & Development — coach and mentor Real‑Time and Analyst teams.
• Issue & Dispute Resolution — address disputes related to adherence or workload.
• Continuous Improvement — support process and tool enhancements.

Skills

WFM systems

Real‑Time management

Intraday expertise

Analytical strength

People leadership

Operational discipline

Stakeholder engagement

Adaptability

Tools

IEX

Anaplan

Agent Connect

TPS

Power BI

Tableau

Job description

Tp-8f723eaf is seeking a high‑performing Workforce Management Assistant Manager to lead Real‑Time teams, coordinate with UK & Ireland WFM, MI and Finance POCs, and support end‑to‑end WFM cycles for the assigned LOB. You will translate data into actionable insights to protect SLAs and drive performance improvements.

The role requires strong people leadership, excellent analytical capability, operational discipline, and the ability to manage multiple priorities in a fast‑paced environment.