Teleperformance
B2B • Business Services • Recruitment
Teleperformance is a global leader in customer experience management and digital integrated business services. They operate in various locations, including Spain, where they offer job opportunities in cities like Barcelona, Madrid, and Seville. The company is renowned for providing excellent career growth opportunities and has job categories that include Customer Service, Business Development, Marketing, Sales, Human Resources, and more. Teleperformance is committed to employee experience and cultural diversity, with vacancies for multilingual professionals, reflecting its global presence and multicultural team environment. They emphasize using technology and data privacy in delivering their services, ensuring tailored and effective business solutions for their clients.
10,000+ employees
Founded 1978
🤝 B2B
🎯 Recruiter
WFM Manager – Snr Manager, WFM Optimization Architect
6 days ago
Teleperformance
B2B • Business Services • Recruitment
Teleperformance is a global leader in customer experience management and digital integrated business services. They operate in various locations, including Spain, where they offer job opportunities in cities like Barcelona, Madrid, and Seville. The company is renowned for providing excellent career growth opportunities and has job categories that include Customer Service, Business Development, Marketing, Sales, Human Resources, and more. Teleperformance is committed to employee experience and cultural diversity, with vacancies for multilingual professionals, reflecting its global presence and multicultural team environment. They emphasize using technology and data privacy in delivering their services, ensuring tailored and effective business solutions for their clients.
10,000+ employees
Founded 1978
🤝 B2B
🎯 Recruiter
📋 Description
• 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.
🎯 Requirements
• 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.
🏖️ Benefits
• May be required to travel as per Business requirements.
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