JobBelow, you will find a complete breakdown of everything required of potential candidates, as well as how to apply Good luck.
Title:WFM
Manager
Department:
Ops -Workforce
Management
Travel
Required : May be required
to travel as per Business requirements.
Reports
to : Director of
WFMLocation:
Eastpoint Business Park (Alfie Byrne, Dublin).
100%,
ON-SITE.
Contract
Type:
Permanent
Grade:
C2
Job
Summary / OverviewWe are seeking a dynamic and
highly skilled WFM Manager to join our team supporting our clients,
and delivery of best TP WFM Standards to Operations, Client and the
business.
You will be a part of an Integral UK & Ireland TP
core WFM group and will closely coordinate with our Clients and
Global team members to embed Best WFM processes, and quality of WFM
Services to Internal and Client Stakeholders.
The ideal candidate
will liaise closely with UK & Ireland WFM and Client members to
lead the end to end WFM processes, by working with a team of
Analysts, Real Time members, closely coordinate with MI/ Finance
POC's to analyze and share data-driven insights, ensuring the
optimal performance to the business/ clients, by effective
utilization of resources and its management.Key Responsibilities and
Accountabilities
(…Responsibilities to include but
not be limited the following)Overseeing &
Managing a team of Forecasters, Schedulers, and Real-Time Leader
and Analyst, and responsible for end-to-end workforce strategy,
execution, and performance optimization for our Client and TP
Stakeholders.
Adopt to WFM Standards, TPS – Teleperformance Systems
or relevant tools for day-to-day capacity and
management
Lead tracking and support of the allocation of work,
auditing and administration of supply and physical capacity across
complex operations.
Support implementing data-driven strategies balancing
the priorities and timelines of multiple business
units.
Build tools to enable allocation of projected demand,
supply and other factors influencing utilization of capacity and
physical footprint and requirements and provide feedback, support
and suggestions to Client on optimization
opportunities.
Coordinate with Client to plan potential new
buildouts.
Track and record allocation of programs across
footprints ensuring end-to-end system
coordination.
Maintain processes to promote responsible utilization
of our footprint.
Provide timely responses to Client supply inquiries and
proactively create opportunities for capacity
creation.
Measuring KPIs like forecast accuracy,
shrinkage, and occupancy to drive
improvements.
Coordination with UK team and management
for hold up of consistent view required for UK Seating reporting,
WFM Dashboards, KPI reporting etc.
Building trust, motivating
teams, and fostering collaboration across WFM
functions.
Handling disputes over shifts, workload,
or performance fairly and
effectively.
Aligning staffing costs with financial
targets and optimizing resource
allocation.
Ensuring schedules meet labor laws, union
agreements, and organizational
policies.
Leading WFM initiatives, tool
implementations, and process
improvements.
Leveraging tools like Excel, SQL, Power
BI, or Tableau to generate actionable
insights.
Coaching forecasters, schedulers, and
real-time analysts to grow
professionally.
Create and deliver comprehensive management information
reports for UK support
Develop dashboards and visualization tools for easy
data interpretation.
Utilize data analytics to monitor workforce performance
and productivity.
Generate reports and dashboards to provide insights and
support decision-making processes.
Collaborate with WFM Leads/ senior
management to develop strategies based on data
insights.
Support
decision-making processes through data-driven
recommendations.
Performance Monitoring: Identify trends, variances, and
areas for improvementRecommended Qualifications
& SkillsPreferred - Require
hands-on experience with specific platforms (Agent Connect,
Anaplan, IEX or any other WFM Systems).
xsokbrc Knowledge of Power BI like
Tableau.
Strong analytical ability, leadership, and expertise in
forecasting, scheduling, and real-time management Dynamic leader with
experience and passion for managing large and
diverse
teams across multiple sites in a fast-paced
environment, able to deal with rapid change and
ambiguity
Strategic thinker with strong analytical and
problem-solving skills
8+ years of experience in operations,
preferably in technology industry
5+ years of people management
experience, including managing leaders, and astrong desire to develop
team members
Empathy for the Client community and passion to create
an exceptional
experience and provide outstanding
support
Excited to be part of a global operations teams, design
effective business operations, tackle complex problems, and develop
individual team members
Adaptable and energized by a fast-paced
environment
Bachelor's degree, or
equivalent