Overview

Workforce Management (WFM) Assistant Manager

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

Reports to: Senior Manager - WFM

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

Contract Type: Permanent

Job Summary / Overview

We are seeking a dynamic and highly skilled WFM Assistant Manager to join our team supporting our clients, and delivery of best TP WFM Standards to Operations, the Client and the business. You will be 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, to closely coordinate with MI / Finance to analyse and share data-driven insights, ensuring the optimal performance to the business by effective utilisation of resources and its management.

Key Responsibilities and Accountabilities

Overseeing & managing a team of Forecasters, Planners, Schedulers & Real Time Analysts, and responsible for end-to-end workforce strategy, execution, and performance optimization for our Client and TP Stakeholders. Adopt to WFM Standards, 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 to balance 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 build outs.
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 labour laws, union agreements, and organisational 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

Required Qualifications & Skills

Preferred - 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 WFM, preferably in technology industry
5+ years of people management experience, including managing leaders, and a
Strong history of developing 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
Comfortable working with ambiguity

WFM Assistant Manager

Job Description