Job Title: WFM Manager

Department: Ops -Workforce Management

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

Reports to: Director of WFM

Location: Eastpoint Business Park (Alfie Byrne, Dublin). 100%, ON-SITE.

Contract Type: Permanent

Grade: C2

Job Summary / Overview

We 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 improvement

Recommended Qualifications & Skills

• Preferred - Require hands-on experience with specific platforms (Agent Connect, Anaplan, IEX or any other WFM Systems). 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 a
• strong 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