WFM Manager / Snr Manager (WFM Optimization Architect)

Overview

Job Title: WFM Manager / Snr Manager ( WFM Optimization Architect)

Department: Ops -Workforce Management

Travel Required: May be required to travel as per Business requirements.

Reports to: Director of WFM

Location: Remote (UK)

Contract Type: Permanent

Grade: C2 / C3

Job Summary / Overview

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

Key Responsibilities and Accountabilities

Responsibilities to include but not be limited the following

Job Description:- ( Not limited to)

• 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.

Required Skills & Competencies

• 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.

Preferred Qualifications

• 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.
• 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.