Architect manager

2 weeks ago

Newry Co Down, United Kingdom Teleperformance Full time

Job Title: WFM Manager / Snr Manager ( WFM Optimization Architect)
Department: Ops -Workforce Management
Travel Required : May be required to travel as per Business requirements.
Location: Remote (UK)
Contract Type: Permanent
As a Manager/ Snr Manager you will be the driving force on leading our WFM Optimization suite and processes, you will be responsible for designing, implementing, and continuously improving workforce management processes and infrastructure. This role leads a team of WFM Architects and collaborates closely with WFM resources and business departmental stakeholders to ensure delivery of excellence aligned with the TP BEST WFM framework, and TP Standards of delivering Workforce Management end to end Services . The position drives optimization, scalability, and innovation across forecasting, scheduling, and real-time management functions, and all key operational, technical, and strategic playgrounds to closely collaborate as an individual and as a function
 
Lead, mentor, and develop a team of WFM Architect overseeing the management and support for UK and Ireland mainly, and other TP Geo’s as per business needs.
Architect end-to-end WFM processes (forecasting, scheduling, real-time management).
Oversee the design and deployment of WFM systems, tools, and integrations and champion conversions surrounding set up/ stand up of NICE, IEX, ACD’s and Integrations processes.
Drive continuous improvement through data-driven decision-making.
 
SQI & Central Planning: Seating capacity overview, dynamic floor plans, and utilization summaries.
Full transfer of system knowledge, team relationships, user and system administration, along with all required audits (CCMS, skills, base code, schedules, shifts, attrition, headcount, holidays, and waitlists).
IEX Administration: NICE relationship management, ServiceNow processes, SmartSyncs, and overall system administration.
Game Plan & Training Library: BEST framework, process documents, planner, and the full training library.
 
 
Analytical Skills : Strong ability to interpret data, identify trends, and propose solutions.
Project Management : Skilled in leading complex initiatives, with PMP/Lean Six Sigma preferred.
Excellent stakeholder management and presentation skills.
Strategic Thinking : Ability to align WFM processes with long-term business goals.
 
7+ years in Workforce Management, with at least 3 years in an architectural or optimization role.
~ Knowledge, and Championing the usage of WFM Systems like NICE, Genesys and its Integration, Anaplan, Tableau, Knowledge of SQI, VBI and Power BI tools, and processes are preferred.
~ Demonstrated success in delivering WFM infrastructure projects.
~ Bachelor’s degree in Business, Operations, or related field.

 
 

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