WFM Manager

Teleperformance; Dublin; On-site; EUR 75,000 - 85,000; Full time

Job summary

Teleperformance is seeking a dynamic Workforce Management (WFM) Manager in Dublin to lead forecasting, scheduling, real‑time management, and capacity planning. You will manage a team of analysts, collaborating with Clients, UKI WFM and Global teams to deliver data‑driven insights and optimise resource utilisation.

The role requires strong WFM systems expertise, BI capabilities and leadership in fast‑paced environments. On‑site position with a salary of €75,000–€85,000 DOE.

Qualifications

• Bachelor’s degree or equivalent experience.
• Hands‑on WFM systems experience (Agent Connect, Anaplan, IEX) with strong BI capabilities.
• Proven forecasting, scheduling, real‑time management, and leadership skills.

Responsibilities

• End‑to‑end WFM leadership across forecasting, scheduling, real‑time, capacity planning and MI.
• Lead a team of Analysts and Real‑Time professionals.
• Partner with Clients, UKI WFM and Global teams to embed best‑practice processes.

Skills

Forecasting

Scheduling

Real-Time Management

Leadership

Data Analysis

Power BI/Tableau

Cross-Functional Collaboration

Education

Bachelor’s degree or equivalent experience

Tools

Agent Connect

Anaplan

IEX

Power BI

Tableau

Job description

Overview

Workforce Management (WFM) Manager

Location: on-site in Dublin

Contract: full-time & permanent

Salary: €75,000 - €85,000 DOE

Summary

We are seeking a dynamic and highly skilled Workforce Management (WFM) Manager to support our clients and uphold TP WFM Standards across Operations, Client stakeholders, and the wider business. As part of the UK & Ireland Core WFM Group, the role requires close coordination with Clients, UKI WFM, and Global teams to embed best‑practice processes and deliver high‑quality WFM services. The WFM Manager will lead the end‑to‑end WFM cycle—Forecasting, Scheduling, Real‑Time, Capacity Planning, and MI—while managing a team of Analysts and Real‑Time professionals. The ideal candidate will partner with MI and Finance POCs to deliver data‑driven insights, ensuring optimal performance and effective utilisation of resources across TP and Client operations.

Key Responsibilities & Accountabilities

• End‑to‑end WFM Leadership — Manage Forecasters, Schedulers, Real‑Time Leaders/Analysts; drive workforce strategy, execution, and performance optimisation using TP Systems (TPS), IEX, Tableau, Anaplan, Agent Connect.
• Capacity & Footprint Management — Track allocation of work, audit supply and physical capacity, and oversee administration of allocated team members across complex operations.
• Data‑Driven Strategy Execution — Implement strategies balancing multiple business unit priorities; present complex data in clear, actionable formats for Internal and Client stakeholders.
• Demand & Supply Planning — Build tools to allocate projected demand, supply, and utilisation factors; provide optimisation recommendations to Clients.
• Client Buildout Coordination — Partner with Clients to plan new buildouts and ensure alignment on capacity requirements.
• Footprint Governance — Track program allocation across footprints; maintain processes ensuring responsible utilisation of physical and operational capacity.
• Client Supply Management — Respond to supply inquiries promptly and proactively identify opportunities for capacity creation.
• KPI Measurement & Improvement — Measure forecast accuracy, shrinkage, occupancy, and productivity; drive continuous improvement.
• UKI Reporting Alignment — Coordinate with UK teams to maintain consistent reporting for seating, dashboards, KPIs, and MI.
• Team Motivation & Collaboration — Build trust, motivate teams, and foster collaboration across WFM functions.
• Dispute Resolution — Handle disputes over shifts, workload, and performance fairly and effectively.
• Financial Alignment — Align staffing costs with financial targets; optimise resource allocation in partnership with Finance.
• Compliance & Governance — Ensure schedules comply with labour laws, union agreements, and organisational policies.
• Process & Tool Improvements — Lead WFM initiatives, tool implementations, and continuous improvement programmes.
• Advanced Analytics — Use Excel, SQL, Power BI, Tableau to generate insights; develop dashboards and MI reports for UK support.
• Decision Support — Monitor trends, variances, and performance; provide actionable recommendations to senior management.
• Performance Monitoring — Identify trends, variances, and improvement opportunities across workforce performance and productivity.

Recommended Qualifications & Skills

• WFM Systems Expertise — Hands‑on experience with Agent Connect, Anaplan, IEX, or similar WFM platforms; strong Power BI/Tableau capability.
• Analytical & Leadership Strength — Proven expertise in forecasting, scheduling, real‑time management; strong analytical and problem‑solving skills.
• Large‑Team Leadership — Experience managing diverse teams across multiple sites in fast‑paced environments.
• Strategic Thinking — Ability to design effective business operations and tackle complex operational challenges.
• Client Empathy — Passion for delivering exceptional client experience and support.
• Global Collaboration — Comfortable working within global operations teams and cross‑functional environments.Adaptability — Energised by rapid change, ambiguity, and evolving business needs.
• Education — Bachelor’s degree or equivalent experience.

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