Architect

• 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.

WFM Manager – Snr Manager, WFM Optimization Architect

External Identity Architect

Field Architect

Service Architect

Service Architect