{"id":2140223,"url":"https://alion.io/job/antal-workforce-management-consultant","title":"Workforce Management Consultant","company":{"id":870,"name":"Antal","domain":"antal.pl","url":"https://alion.io/company/antal-sp-z-o-o","size_band":"51-200","is_staffing_agency":true,"employer_type":"agency","is_intermediary":false,"listed_via":null,"ats_vendor":"Traffit","truth_index":{"grade":"A","score":95,"open_postings":742,"ghost_share":0,"stale_share":0,"repost_share":0.005,"time_to_fill_p50_days":106,"computed_at":"2026-10-12T06:55:09Z"}},"role":"HR","role_family":"HR","seniority":null,"employment_type":null,"work_mode":"remote","remote_scope":"stated_countries","remote_scope_basis":"board_field","remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Poland"],"countries":["PL"],"hiring_countries":["PL"],"hiring_countries_total":1,"salary":null,"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[],"status":"live","first_seen_at":"2026-07-29T11:56:22Z","employer_posted_date":"2026-07-29","last_verified_at":"2026-10-12T15:21:17Z","board_verified":true,"closed_at":null,"days_open":75,"trust":{"level":"ok","repost_count":0,"flags":["company_stale"],"days_open":74},"description":"Workforce Management Consultant - fully remote\nAvailability to start the job asap\nWorkforce Management Consultant (CCaaS)\nRole Overview\nWe 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.\nKey Responsibilities\nForecasting & Capacity Planning\nDesign and configure forecasting across voice and digital channels, including short- and long-term forecasting and multi-skill demand planning.\nDevelop capacity plans that translate forecast demand into staffing requirements, accounting for shrinkage and service level targets.\nScheduling, Adherence & Intraday Management\nDesign and configure scheduling rules, shift patterns and skills-based resource allocation.\nConfigure adherence monitoring, real-time management, intraday re-planning and exception handling.\nDefine operational processes that enable the client to effectively manage daily operations after go-live.\nQuality & Performance Management\nDesign quality management and performance frameworks, including evaluation methodologies, scorecards and calibration processes.\nIntegrate workforce management with quality and performance data to support coaching and continuous improvement.\nDefine workforce management KPIs and quality metrics, ensuring reporting against agreed baselines and target performance.\nSolution Design & Delivery\nProduce Workforce Management Design Blueprints and Quality & Performance Framework documentation.\nConfigure workforce management and quality management functionality on the selected CCaaS platform in line with the overall solution architecture.\nSupport system integration testing (SIT), user acceptance testing (UAT), defect resolution and go-live activities.\nDeliver training and knowledge transfer to planners, supervisors and operational teams, followed by post-go-live hypercare support.\nStakeholder Management & Governance\nCollaborate closely with Solution Architects, Functional Consultants, Data & Analytics Consultants and platform vendors to ensure an integrated solution.\nContribute workforce management deliverables to programme governance and client decision gates.\nReport progress, risks and dependencies to the Programme Manager.\nEssential Skills & Experience\nSignificant hands-on Workforce Management experience within a Contact Centre or Customer Operations environment.\nStrong expertise in forecasting, capacity planning, scheduling, shrinkage, adherence and intraday (real-time) management.\nHands-on experience with one or more leading workforce management platforms, such as:NICE\nVerint\nGenesys\nCalabrio\nAspect\ninjixo\n\nExperience designing and implementing Quality Management and Performance frameworks.\nProven ability to configure workforce management solutions, not just provide advisory support.\nStrong understanding of contact centre KPIs, service levels and operational performance metrics.\nExperience supporting testing, training and go-live activities.\nExcellent client-facing communication and stakeholder management skills.\nDesirable Experience\nWorkforce Management platform certifications.\nPrevious consulting or professional services experience.\nExperience delivering Workforce Management within CCaaS implementations.\nKnowledge of reporting and analytics tools supporting workforce management.\nUnderstanding of contact centre operating models and performance management.\nArabic language skills are advantageous but not essential.\nPersonal Attributes\nAnalytical, data-driven and detail-oriented.\nDelivery-focused with a hands-on approach to implementation and configuration.\nCollaborative team player, comfortable working across multiple workstreams and stakeholders.\nStrong communicator with the ability to translate technical concepts into practical operational solutions.","description_format":"text","description_chars":4054,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[{"language":"Arabic","level":"All levels","optional":true}]},"benefits":[],"hiring_locations":[{"name":"Poland","iso":"PL","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":[],"lifecycle":[{"event":"open","at":"2026-10-09T02:58:10Z"}],"visa":[],"liveness":{"score":29,"band":"fade","label":"Fading","p_open":1,"p_active":0.487,"p_room":0.6,"age_days":74,"expected_fill_days":106,"reasons":["conf:3","agency","velocity","win:late","crowd:brand"],"computed_at":"2026-10-12T06:55:09Z"},"pay":null,"html_url":"https://alion.io/job/antal-workforce-management-consultant","json_url":"https://alion.io/job/antal-workforce-management-consultant.json","meta":{"generated_at":"2026-10-12T16:08:17Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and 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