WFM Director

Teleperformance; Kuala Lumpur; On-site; MYR 250,000 - 300,000; Full time

Job summary

A global leader in customer experience management is seeking a Director for Central Planning to manage costs and resources for Property and Assets. The role emphasizes strong analytical skills to forecast capacity and demand as well as the ability to drive process efficiencies through automation and AI. The ideal candidate will have at least 6 years of experience in senior WFM management and will work closely with commercial and finance teams to support alignment and optimize costs. This position requires collaboration with various stakeholders and is based in Kuala Lumpur, Malaysia.

Qualifications

• Min 6 years experience running WFM teams at a senior manager level.
• Experience managing WFM across diverse large businesses.
• Experience overseeing WFM Implementations & Migrations.

Responsibilities

• Produce a min 6 month UKI Capacity & Demand forecast and analysis.
• Lead regular UKI reviews on people, assets and property costs.
• Provide strong business partnering including analysis and guidance.
• Support Client and Solutions teams with demand sizing.
• Develop a new tool for planning integration with P&L forecasts.
• Support the achievement of a Great Place to Work in UKI Operations.
• Drive process efficiencies through automation and AI.

Skills

WFM team management

Business analysis

Client demand sizing

Cost optimization

Education

University educated with BSc or equivalent qualification

Job description

OVERVIEW OF ROLE

The Director for Central Planning is a key role in UKI Operations and is accountable leading a team to manage centralised control of costs and resources for Property, Assets, SPOC roles as well as producing direction and insight on the aggregated UKI capacity and demand forecast.

The role holder reports into the SVP for Business Planning & Commercial Optimisation (BP&CO)

The role is responsible for delivery of consolidated UKI analysis on FTE, Assets, Seats and SPOC roles and ensuring decisions are made to optimise cost and service.

The roleholder will support the annual budgeting process and work closely with commercial and finance teams to support alignment including technological advancements to improve accurate and reduce effort between WFM and Finance activities.

The roleholder will support new client business requests from solutions teams and support on WFM/Telephony integration, migration and set‑up as required acting as a SME for the region.

The roleholder will support standards, best practice and technical projects on WFM across UKINESSA regions and run offshore support teams in SSA where appropriate as a service to UKI WFM.

ROLE DYNAMICS

• Reports To: SVP BP&CP
• Base Location: UK or Ireland (with travel required to any TP location as necessary)
• Grade: TBC

KEY RESPONSIBILITIES

• Produce a min 6 month UKI Capacity & Demand forecast and analysis.
• Lead regular UKI reviews on people, assets and property costs ensuring the right analysis and insights to balance cost, group targets and delivery of service commitments.
• Provide strong business partnering including analysis and guidance.
• Support Client and Solutions teams with New Biz demand sizing and solutions ensuring robust and commercially sound processes and inputs go into pricing.
• Develop a new fit for purpose tool for planning “TPS 2” including integration to the Commercial processes for P&L forecasts.
• Support the achievement of a Great Place to Work in UKI Operations.
• Create a high‑performance working environment with engaged and high performing colleagues in both UK and Ireland.
• Support other UKINESSA regions on technical WFM matters including migrations, set‑up, troubleshooting and configuration.
• Deliver an effective, low‑cost delivery model for Planning Administration activity.
• Drive process efficiencies and improvements through automation, AI and a streamlined organisational design that takes best practices from WFM across TP Group.
• Support CEO and Client Teams on cost optimisation strategies as required.

KPI’s & OBJECTIVES (subject to change at direction of TP Leadership)

FINANCE MANDATORY OBJECTIVES/KPI’s

• UK & Ireland Sales & Margin Delivery vs Budget.
• Department SG&A Budget targets

BUSINESS KPI’s

• Team Gearing Ratio Improvement (£ spent per 1,000 FTEs)
• WFM Best certification & compliance rates.
• Group SPOC compliance.
• Stakeholder Sentiment Scores.
• Central Planning Accuracy & Savings, i.e. redeployment & transfer rates.
  Ensure favourable culture in own

ROLE REQUIREMENTS

• Min 6 years experience running WFM teams at a senior manager level.
• Experience managing WFM across diverse large businesses.
• Experience overseeing WFM Implementations & Migrations
• Qualifications: University educated with BSc or equivalent qualification