Posted 29 August, 2026
WFM Assistant Manager
Teleperformance
Dublin, Dublin D07 P4AX, Ireland
Full Time
Reference: 1470746333
Overview
Workforce Management Assistant Manager
Location: on-site in Dublin
Contract: full-time & permanent
Salary: €45,000 - €50,000 DOE
Great Benefits
Summary
We are seeking a high-performing Workforce Management (WFM) Assistant Manager to support the delivery of TP WFM Standards across Real-Time Management, Forecasting/Scheduling support, and Analyst oversight. Reporting directly to the WFM Manager, this role plays a critical part in ensuring day-to-day operational stability, real-time responsiveness, and high-quality WFM service delivery to both TP and Client stakeholders. The Assistant Manager will lead Real-Time teams and Analysts, coordinate closely with UK & Ireland WFM, MI, and Finance POCs, and support the execution of the end-to-end WFM cycle for the assigned LOB's. The ideal candidate will be a strong people leader with excellent analytical capability, operational discipline, and the ability to translate data into actionable insights.
Key Responsibilities & Accountabilities
• Real-Time Operations Leadership - Oversee Real-Time Analysts and Leaders; ensure adherence to intraday plans, service levels, shrinkage controls, and real-time governance.
• Analyst Team Management - Lead and coach Analysts responsible for forecasting, scheduling, and MI support; ensure high-quality output and continuous development.
• Intraday Performance Management - Monitor queues, staffing, adherence, and performance trends; drive timely interventions to protect SLAs and operational KPIs.
• Operational Coordination - Work closely with the WFM Manager, Operations, MI, and Finance to ensure alignment on daily priorities, capacity plans, and performance expectations.
• Data-Driven Decision Support - Analyse real-time and historical data to identify trends, variances, and improvement opportunities; present insights to internal and client stakeholders.
• Schedule & Forecast Support - Support the forecasting and scheduling teams with data validation, trend analysis, and operational feedback.
• Client Interaction & Support - Provide timely responses to client queries related to intraday performance, staffing, and capacity; escalate issues appropriately.
• Footprint & Capacity Tracking - Support tracking of program allocation, seating utilisation, and footprint governance across sites.
• KPI Monitoring & Reporting - Track KPIs such as adherence, occupancy, shrinkage, and SLA performance; support continuous improvement initiatives.
• Compliance & Governance - Ensure schedules, breaks, and real-time actions comply with labour laws, organisational policies, and client requirements.
• Tool & System Utilisation - Use IEX, Anaplan, Agent Connect, Tableau, Power BI, and TPS tools to manage real-time operations and produce actionable insights.
• People Leadership & Development - Coach, mentor, and develop Real-Time and Analyst team members; foster a culture of collaboration, accountability, and continuous learning.
• Issue & Dispute Resolution - Address disputes related to adherence, performance, or workload fairly and effectively.
• Continuous Improvement - Support WFM Manager in implementing process improvements, tool enhancements, and operational optimisation initiatives.
Recommended Qualifications & Skills
• WFM Systems Expertise - Hands-on experience with IEX, Anaplan, Agent Connect, TPS, or similar WFM platforms; strong Power BI/Tableau capability.
• Real-Time & Intraday Expertise - Strong understanding of intraday management, adherence, SLA protection, and queue dynamics.
• Analytical Strength - Ability to interpret data, identify trends, and produce clear insights for decision-making.
• People Leadership - Experience managing Real-Time teams or Analysts; strong coaching and development capability.
• Operational Discipline - Ability to manage multiple priorities, maintain accuracy, and ensure governance in fast-paced environments.
• Client & Stakeholder Engagement - Strong communication skills with the ability to present data clearly to internal and client stakeholders.
• Adaptability - Comfortable with rapid change, evolving priorities, and dynamic operational environments.
• Education - Bachelor's degree or equivalent experience preferred
You must have the right to work in Ireland for this role. We are unable to provide visa sponsorship.
Workforce Management Assistant Manager
Location: on-site in Dublin
Contract: full-time & permanent
Salary: €45,000 - €50,000 DOE
Great Benefits
Summary
We are seeking a high-performing Workforce Management (WFM) Assistant Manager to support the delivery of TP WFM Standards across Real-Time Management, Forecasting/Scheduling support, and Analyst oversight. Reporting directly to the WFM Manager, this role plays a critical part in ensuring day-to-day operational stability, real-time responsiveness, and high-quality WFM service delivery to both TP and Client stakeholders. The Assistant Manager will lead Real-Time teams and Analysts, coordinate closely with UK & Ireland WFM, MI, and Finance POCs, and support the execution of the end-to-end WFM cycle for the assigned LOB's. The ideal candidate will be a strong people leader with excellent analytical capability, operational discipline, and the ability to translate data into actionable insights.
Key Responsibilities & Accountabilities
• Real-Time Operations Leadership - Oversee Real-Time Analysts and Leaders; ensure adherence to intraday plans, service levels, shrinkage controls, and real-time governance.
• Analyst Team Management - Lead and coach Analysts responsible for forecasting, scheduling, and MI support; ensure high-quality output and continuous development.
• Intraday Performance Management - Monitor queues, staffing, adherence, and performance trends; drive timely interventions to protect SLAs and operational KPIs.
• Operational Coordination - Work closely with the WFM Manager, Operations, MI, and Finance to ensure alignment on daily priorities, capacity plans, and performance expectations.
• Data-Driven Decision Support - Analyse real-time and historical data to identify trends, variances, and improvement opportunities; present insights to internal and client stakeholders.
• Schedule & Forecast Support - Support the forecasting and scheduling teams with data validation, trend analysis, and operational feedback.
• Client Interaction & Support - Provide timely responses to client queries related to intraday performance, staffing, and capacity; escalate issues appropriately.
• Footprint & Capacity Tracking - Support tracking of program allocation, seating utilisation, and footprint governance across sites.
• KPI Monitoring & Reporting - Track KPIs such as adherence, occupancy, shrinkage, and SLA performance; support continuous improvement initiatives.
• Compliance & Governance - Ensure schedules, breaks, and real-time actions comply with labour laws, organisational policies, and client requirements.
• Tool & System Utilisation - Use IEX, Anaplan, Agent Connect, Tableau, Power BI, and TPS tools to manage real-time operations and produce actionable insights.
• People Leadership & Development - Coach, mentor, and develop Real-Time and Analyst team members; foster a culture of collaboration, accountability, and continuous learning.
• Issue & Dispute Resolution - Address disputes related to adherence, performance, or workload fairly and effectively.
• Continuous Improvement - Support WFM Manager in implementing process improvements, tool enhancements, and operational optimisation initiatives.
Recommended Qualifications & Skills
• WFM Systems Expertise - Hands-on experience with IEX, Anaplan, Agent Connect, TPS, or similar WFM platforms; strong Power BI/Tableau capability.
• Real-Time & Intraday Expertise - Strong understanding of intraday management, adherence, SLA protection, and queue dynamics.
• Analytical Strength - Ability to interpret data, identify trends, and produce clear insights for decision-making.
• People Leadership - Experience managing Real-Time teams or Analysts; strong coaching and development capability.
• Operational Discipline - Ability to manage multiple priorities, maintain accuracy, and ensure governance in fast-paced environments.
• Client & Stakeholder Engagement - Strong communication skills with the ability to present data clearly to internal and client stakeholders.
• Adaptability - Comfortable with rapid change, evolving priorities, and dynamic operational environments.
• Education - Bachelor's degree or equivalent experience preferred
You must have the right to work in Ireland for this role. We are unable to provide visa sponsorship.
