WFM Manager / Snr Manager (WFM Optimization Architect)
About the position Responsibilities • 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. • Foster collaboration, knowledge sharing, and innovation across the WFM function. • Architect end-to-end WFM processes (forecasting, scheduling, real-time management). • Identify and implement optimization opportunities to improve efficiency and accuracy. • Ensure processes align with TP BEST WFM framework standards. • 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. • Partner with IT and vendor teams to ensure robust infrastructure delivery. • Maintain governance and compliance across WFM platforms • Work closely with WFM resources, operations leaders, and business stakeholders. • Translate business requirements into scalable WFM solutions. • Act as the subject matter expert for WFM optimization initiatives. • Own delivery of WFM KPIs (forecast accuracy, schedule efficiency, adherence). • Provide insights and recommendations to senior leadership. • Drive continuous improvement through data-driven decision-making. • Build and Maintainence of :- SQI & Central Planning: Seating capacity overview, dynamic floor plans, and utilization summaries. • Technical Support: 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). • WFM Optimization Suite: Framework, deviation model, agent and forecast import builders, and all supporting tools. • IEX Administration: NICE relationship management, ServiceNow processes, SmartSyncs, and overall system administration. • TPS Migration: Current progress, next steps, and completion strategy. • Game Plan & Training Library: BEST framework, process documents, planner, and the full training library. Requirements • Technical Expertise: Deep knowledge of WFM systems (e.g., NICE, Verint, Genesys, Teleopti) etc • Analytical Skills: Strong ability to interpret data, identify trends, and propose solutions. • Leadership: Proven experience managing WFM teams and driving organizational change. • Project Management: Skilled in leading complex initiatives, with PMP/Lean Six Sigma preferred. • Communication: 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. Nice-to-haves • 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. • Experience closely working or leading teams of WFM professionals (forecasters, schedulers, real-time analysts). • Demonstrated success in delivering WFM infrastructure projects. • Familiarity with TP BEST WFM framework or similar global standards. • Bachelor’s degree in Business, Operations, or related field. Apply tot his job