Posted 29 August, 2026
WFM Manager
Teleperformance
Dublin, Dublin D07 P4AX, Ireland
Full Time
Reference: 340769900
Overview
Workforce Management (WFM) Manager
Location: on-site in Dublin
Contract: full-time & permanent
Salary: €75,000 - €85,000 DOE
Great Benefits
Summary
We are seeking a dynamic and highly skilled Workforce Management (WFM) Manager to support our clients and uphold TP WFM Standards across Operations, Client stakeholders, and the wider business. As part of the UK & Ireland Core WFM Group, the role requires close coordination with Clients, UKI WFM, and Global teams to embed best-practice processes and deliver high-quality WFM services. The WFM Manager will lead the end-to-end WFM cycle-Forecasting, Scheduling, Real-Time, Capacity Planning, and MI-while managing a team of Analysts and Real-Time professionals. The ideal candidate will partner with MI and Finance POCs to deliver data-driven insights, ensuring optimal performance and effective utilisation of resources across TP and Client operations.
Key Responsibilities & Accountabilities
• End-to-end WFM Leadership - Manage Forecasters, Schedulers, Real-Time Leaders/Analysts; drive workforce strategy, execution, and performance optimisation using TP Systems (TPS), IEX, Tableau, Anaplan, Agent Connect.
• Capacity & Footprint Management - Track allocation of work, audit supply and physical capacity, and oversee administration of allocated team members across complex operations.
• Data-Driven Strategy Execution - Implement strategies balancing multiple business unit priorities; present complex data in clear, actionable formats for Internal and Client stakeholders.
• Demand & Supply Planning - Build tools to allocate projected demand, supply, and utilisation factors; provide optimisation recommendations to Clients.
• Client Buildout Coordination - Partner with Clients to plan new buildouts and ensure alignment on capacity requirements.
• Footprint Governance - Track program allocation across footprints; maintain processes ensuring responsible utilisation of physical and operational capacity.
• Client Supply Management - Respond to supply inquiries promptly and proactively identify opportunities for capacity creation.
• KPI Measurement & Improvement - Measure forecast accuracy, shrinkage, occupancy, and productivity; drive continuous improvement.
• UKI Reporting Alignment - Coordinate with UK teams to maintain consistent reporting for seating, dashboards, KPIs, and MI.
• Team Motivation & Collaboration - Build trust, motivate teams, and foster collaboration across WFM functions.
• Dispute Resolution - Handle disputes over shifts, workload, and performance fairly and effectively.
• Financial Alignment - Align staffing costs with financial targets; optimise resource allocation in partnership with Finance.
• Compliance & Governance - Ensure schedules comply with labour laws, union agreements, and organisational policies.
• Process & Tool Improvements - Lead WFM initiatives, tool implementations, and continuous improvement programmes.
• Advanced Analytics - Use Excel, SQL, Power BI, Tableau to generate insights; develop dashboards and MI reports for UK support.
• Decision Support - Monitor trends, variances, and performance; provide actionable recommendations to senior management.
• Performance Monitoring - Identify trends, variances, and improvement opportunities across workforce performance and productivity.
Recommended Qualifications & Skills
• WFM Systems Expertise - Hands-on experience with Agent Connect, Anaplan, IEX, or similar WFM platforms; strong Power BI/Tableau capability.
• Analytical & Leadership Strength - Proven expertise in forecasting, scheduling, real-time management; strong analytical and problem-solving skills.
• Large-Team Leadership - Experience managing diverse teams across multiple sites in fast-paced environments.
• Strategic Thinking - Ability to design effective business operations and tackle complex operational challenges.
• Client Empathy - Passion for delivering exceptional client experience and support.
• Global Collaboration - Comfortable working within global operations teams and cross-functional environments.
• Adaptability - Energised by rapid change, ambiguity, and evolving business needs.
• Education - Bachelor's degree or equivalent experience.
You must have the right to work in Ireland for this role. We are unable to provide visa sponsorship.
Workforce Management (WFM) Manager
Location: on-site in Dublin
Contract: full-time & permanent
Salary: €75,000 - €85,000 DOE
Great Benefits
Summary
We are seeking a dynamic and highly skilled Workforce Management (WFM) Manager to support our clients and uphold TP WFM Standards across Operations, Client stakeholders, and the wider business. As part of the UK & Ireland Core WFM Group, the role requires close coordination with Clients, UKI WFM, and Global teams to embed best-practice processes and deliver high-quality WFM services. The WFM Manager will lead the end-to-end WFM cycle-Forecasting, Scheduling, Real-Time, Capacity Planning, and MI-while managing a team of Analysts and Real-Time professionals. The ideal candidate will partner with MI and Finance POCs to deliver data-driven insights, ensuring optimal performance and effective utilisation of resources across TP and Client operations.
Key Responsibilities & Accountabilities
• End-to-end WFM Leadership - Manage Forecasters, Schedulers, Real-Time Leaders/Analysts; drive workforce strategy, execution, and performance optimisation using TP Systems (TPS), IEX, Tableau, Anaplan, Agent Connect.
• Capacity & Footprint Management - Track allocation of work, audit supply and physical capacity, and oversee administration of allocated team members across complex operations.
• Data-Driven Strategy Execution - Implement strategies balancing multiple business unit priorities; present complex data in clear, actionable formats for Internal and Client stakeholders.
• Demand & Supply Planning - Build tools to allocate projected demand, supply, and utilisation factors; provide optimisation recommendations to Clients.
• Client Buildout Coordination - Partner with Clients to plan new buildouts and ensure alignment on capacity requirements.
• Footprint Governance - Track program allocation across footprints; maintain processes ensuring responsible utilisation of physical and operational capacity.
• Client Supply Management - Respond to supply inquiries promptly and proactively identify opportunities for capacity creation.
• KPI Measurement & Improvement - Measure forecast accuracy, shrinkage, occupancy, and productivity; drive continuous improvement.
• UKI Reporting Alignment - Coordinate with UK teams to maintain consistent reporting for seating, dashboards, KPIs, and MI.
• Team Motivation & Collaboration - Build trust, motivate teams, and foster collaboration across WFM functions.
• Dispute Resolution - Handle disputes over shifts, workload, and performance fairly and effectively.
• Financial Alignment - Align staffing costs with financial targets; optimise resource allocation in partnership with Finance.
• Compliance & Governance - Ensure schedules comply with labour laws, union agreements, and organisational policies.
• Process & Tool Improvements - Lead WFM initiatives, tool implementations, and continuous improvement programmes.
• Advanced Analytics - Use Excel, SQL, Power BI, Tableau to generate insights; develop dashboards and MI reports for UK support.
• Decision Support - Monitor trends, variances, and performance; provide actionable recommendations to senior management.
• Performance Monitoring - Identify trends, variances, and improvement opportunities across workforce performance and productivity.
Recommended Qualifications & Skills
• WFM Systems Expertise - Hands-on experience with Agent Connect, Anaplan, IEX, or similar WFM platforms; strong Power BI/Tableau capability.
• Analytical & Leadership Strength - Proven expertise in forecasting, scheduling, real-time management; strong analytical and problem-solving skills.
• Large-Team Leadership - Experience managing diverse teams across multiple sites in fast-paced environments.
• Strategic Thinking - Ability to design effective business operations and tackle complex operational challenges.
• Client Empathy - Passion for delivering exceptional client experience and support.
• Global Collaboration - Comfortable working within global operations teams and cross-functional environments.
• Adaptability - Energised by rapid change, ambiguity, and evolving business needs.
• Education - Bachelor's degree or equivalent experience.
You must have the right to work in Ireland for this role. We are unable to provide visa sponsorship.
