Workforce Management Consultant

Workforce Management Consultant - fully remote

Availability to start the job asap

Workforce Management Consultant (CCaaS)

Role Overview

We are looking for an experienced Workforce Management Consultant to join a customer transformation programme focused on implementing a cloud-based Contact Centre (CCaaS) solution. The successful candidate will lead the design and configuration of workforce management processes, ensuring forecasting, scheduling, quality management and performance frameworks are successfully delivered from design through to go-live.

Key Responsibilities

Forecasting & Capacity Planning

• Design and configure forecasting across voice and digital channels, including short- and long-term forecasting and multi-skill demand planning.
• Develop capacity plans that translate forecast demand into staffing requirements, accounting for shrinkage and service level targets.

Scheduling, Adherence & Intraday Management

• Design and configure scheduling rules, shift patterns and skills-based resource allocation.
• Configure adherence monitoring, real-time management, intraday re-planning and exception handling.
• Define operational processes that enable the client to effectively manage daily operations after go-live.

Quality & Performance Management

• Design quality management and performance frameworks, including evaluation methodologies, scorecards and calibration processes.
• Integrate workforce management with quality and performance data to support coaching and continuous improvement.
• Define workforce management KPIs and quality metrics, ensuring reporting against agreed baselines and target performance.

Solution Design & Delivery

• Produce Workforce Management Design Blueprints and Quality & Performance Framework documentation.
• Configure workforce management and quality management functionality on the selected CCaaS platform in line with the overall solution architecture.
• Support system integration testing (SIT), user acceptance testing (UAT), defect resolution and go-live activities.
• Deliver training and knowledge transfer to planners, supervisors and operational teams, followed by post-go-live hypercare support.

Stakeholder Management & Governance

• Collaborate closely with Solution Architects, Functional Consultants, Data & Analytics Consultants and platform vendors to ensure an integrated solution.
• Contribute workforce management deliverables to programme governance and client decision gates.
• Report progress, risks and dependencies to the Programme Manager.

Essential Skills & Experience

• Significant hands-on Workforce Management experience within a Contact Centre or Customer Operations environment.
• Strong expertise in forecasting, capacity planning, scheduling, shrinkage, adherence and intraday (real-time) management.
• Hands-on experience with one or more leading workforce management platforms, such as:
  • NICE
  • Verint
  • Genesys
  • Calabrio
  • Aspect
  • injixo
• Experience designing and implementing Quality Management and Performance frameworks.
• Proven ability to configure workforce management solutions, not just provide advisory support.
• Strong understanding of contact centre KPIs, service levels and operational performance metrics.
• Experience supporting testing, training and go-live activities.
• Excellent client-facing communication and stakeholder management skills.

Desirable Experience

• Workforce Management platform certifications.
• Previous consulting or professional services experience.
• Experience delivering Workforce Management within CCaaS implementations.
• Knowledge of reporting and analytics tools supporting workforce management.
• Understanding of contact centre operating models and performance management.
• Arabic language skills are advantageous but not essential.

Personal Attributes

• Analytical, data-driven and detail-oriented.
• Delivery-focused with a hands-on approach to implementation and configuration.
• Collaborative team player, comfortable working across multiple workstreams and stakeholders.
• Strong communicator with the ability to translate technical concepts into practical operational solutions.