Workforce Management Consultant

• Significant hands-on Workforce Management experience in Contact Centre or Customer Operations.
• Expertise in forecasting, capacity planning, scheduling, shrinkage, adherence, and intraday management.
• Hands-on experience with workforce management platforms such as NICE, Verint, Genesys, Calabrio, Aspect, and injixo.
• Experience designing and implementing Quality Management and Performance frameworks.
• Proven ability to configure workforce management solutions.
• Strong understanding of contact centre KPIs, service levels, and operational metrics.
• Experience supporting testing, training, and go-live activities.
• Excellent client-facing communication and stakeholder management skills.

Nice to have:

• Workforce Management platform certifications.
• Previous consulting or professional services experience.
• Experience delivering Workforce Management within CCaaS implementations.
• Knowledge of reporting and analytics tools for workforce management.
• Understanding of contact centre operating models and performance management.
• Arabic language skills advantageous but not essential.
• Analytical, data-driven, detail-oriented.
• Delivery-focused with hands-on implementation and configuration approach.
• Collaborative team player across multiple workstreams and stakeholders.
• Strong communicator able to translate technical concepts into practical operational solutions.

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 translating forecast demand into staffing, 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 for effective daily operations post 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 with reporting against baselines and targets.

Solution Design & Delivery:

• Produce Workforce Management Design Blueprints and documentation.
• Configure workforce and quality management functionality on the CCaaS platform per solution architecture.
• Support system integration testing (SIT), user acceptance testing (UAT), defect resolution, and go-live activities.
• Deliver training, knowledge transfer, and post-go-live hypercare support.

Stakeholder Management & Governance:

• Collaborate with Solution Architects, Functional Consultants, Data & Analytics Consultants, and platform vendors for integrated solutions.
• Contribute deliverables to programme governance and client decision gates.
• Report progress, risks, and dependencies to the Programme Manager.

Fully remote position. Availability to start ASAP.