WFM Assistant Manager

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.