WFM Consultant Contact Centre Transformation Programme - Workforce management and quality

Role title: WFM Consultant

Level: Senior Consultant

Practice: Contact Centre / Customer Experience Transformation

Reports to: Programme Manager / Delivery Lead

Workstream: Workforce Management and Quality (workstream owner)

Engagement: Fixed-term programme assignment (six months)

Base location: Flexible / remote-first, with on-site presence as the programme requires

Travel: Willingness to travel to Kuwait for on-site delivery when required

About the role:

We are a specialist management consultancy that delivers large-scale contact centre and customer experience transformations for enterprise clients. We are recruiting a Senior WFM Consultant to lead the workforce management and quality workstream on a major cloud contact centre (CCaaS) transformation programme. Workforce management is a priority area for this programme. The client is looking to move to a modern, data-led approach to forecasting, scheduling and performance, and this role owns that outcome. You will own the workforce management workstream end to end, from the design blueprint through configuration and testing to go-live and adoption, and you will make sure it integrates cleanly with quality and performance management. This workstream begins once the solution architecture is baselined, so the workforce management design reflects the target platform. We are specifically looking for a consultant with strong, hands-on workforce management experience in a contact centre environment, not a generalist.

Key responsibilities:

Forecasting and capacity planning:

- Design and configure the forecasting approach across voice and digital channels, including short-term and long-term forecasts and multi-skill demand.

- Build capacity plans that translate forecast demand into staffing requirements, allowing for shrinkage and service targets.

Scheduling, adherence and intraday:

- Design and configure scheduling rules, shift patterns and skills-based allocation to meet service levels efficiently.

- Set up adherence and real-time management, including intraday re-planning and exception handling.

- Define the intraday operating routine so the client can manage the day and respond to variation once live.

Quality and performance:

- Design the quality and performance framework, including evaluation approach, scorecards and calibration.

- Integrate quality and performance data with workforce management so coaching and performance are managed together.

- Define the workforce management and quality metrics and how they report against baseline and target.

Design, configuration and delivery:

- Produce the workforce management design blueprint and the quality and performance framework as named deliverables.

- Configure the workforce management and quality tooling on the selected platform, working from the solution architecture.

- Support integration, system and user acceptance testing, defect resolution and go-live readiness.

- Deliver training and support adoption so planners, team leaders and supervisors can run workforce management and quality confidently, then support hypercare.

Collaboration and governance:

- Work with the Solution Architect, functional consultants, data and analytics consultant and the selected platform vendor to keep the design joined up.

- Contribute workforce management and quality content to programme decision gates and secure client sign-off at each stage.

- Report progress, risks and dependencies for the workstream to the Programme Manager.

Essential skills and experience:

- Substantial, hands-on workforce management experience in a contact centre or customer operations environment. This is essential and central to the role.

- Strong practical knowledge of forecasting, capacity planning, scheduling, adherence, shrinkage and intraday or real-time management.

- Hands-on experience with one or more leading workforce management platforms, for example NICE, Verint, Genesys, Calabrio, Aspect or injixo.

- Experience of quality management and performance frameworks, and how quality integrates with workforce management.

- Ability to design a workforce management operating approach and configure it on a platform, not only advise on it.

- Good understanding of contact centre metrics and service levels, and how forecasting and scheduling affect them.

- Experience supporting testing, training and go-live on a delivery programme.

- Good client-facing skills, able to explain workforce management concepts to operational and management audiences.

Desirable:

- Relevant workforce management platform certifications.

- A consulting delivery background within a professional services or systems integration environment.

- Experience of workforce management within a cloud contact centre (CCaaS) implementation.

- Familiarity with analytics and reporting tools used alongside workforce management.

- Experience of contact centre operating models and performance management.

- Arabic language ability is an advantage but is not essential.

Personal attributes:

- Analytical and data-led, with sound judgement on forecasting and scheduling trade-offs.

- Practical and delivery-focused, able to configure and deliver, not only design.

- A collaborative team member who works effectively across workstreams, vendors and client teams.

- A clear communicator, able to make workforce management practical for operational teams.

Travel and working arrangements:

The role is remote-first, with on-site presence as the programme requires. The successful candidate must be willing and able to travel to Kuwait for on-site delivery when required, for example during key design workshops, configuration, testing, training and go-live. Travel and accommodation for client-site work are covered in line with company policy.