WFM Consultant - Contact Centre Transformation

WFM Consultant - Contact Centre Transformation

Location: Flexible / remote-first, with travel to Kuwait for on-site delivery when required
Contract Type: Contract

Remote Status: Remote

Duration (Months): 6

• Lead end-to-end workforce management for large-scale contact centre transformations
• Work with leading WFM platforms across enterprise-level implementations
• Flexible remote-first working with international client exposure
• Travel and accommodation fully covered for on-site delivery
• Collaborate with Solution Architects and vendors on strategic programmes

Company Overview

Our client is a specialist management consultancy focused on delivering large-scale contact centre and customer experience transformations for enterprise clients. They work with major organisations to design and implement comprehensive workforce management solutions that improve operational performance and customer outcomes. As an equal-opportunity employer, they welcome applications from all qualified candidates and make hiring decisions based on merit. Their consultancy approach combines strategic thinking with hands-on delivery, ensuring practical solutions that drive measurable results.

They're currently seeking an experienced WFM Consultant to join a major transformation programme. This is an opportunity to take ownership of the workforce management workstream from design through to go-live, working with enterprise clients and leading technology platforms.

Position Overview

As WFM Consultant, you'll own the complete workforce management workstream for a large-scale contact centre transformation. You'll design and configure forecasting, capacity planning, scheduling and performance frameworks, working closely with Solution Architects, vendors and client teams. This role combines strategic design with hands-on platform configuration, supporting the client through testing, training and adoption. Your work will directly shape how the contact centre operates, impacting efficiency, employee experience and customer service delivery.

Responsibilities

• Own the workforce management workstream from initial design through to go-live
• Design and configure forecasting, capacity planning and scheduling approaches
• Build adherence monitoring and intraday management processes
• Design quality assurance and performance management frameworks
• Produce detailed WFM design blueprints and configuration documentation
• Configure WFM and quality tooling on the selected platform
• Support user acceptance testing, training delivery and go-live adoption
• Collaborate with Solution Architects, platform vendors and client stakeholders
• Report progress, risks and dependencies to the Programme Manager
• Guide clients on best practice workforce management operating models

Requirements

• Substantial hands-on workforce management experience in contact centre or customer operations environments
• Strong practical knowledge of forecasting, capacity planning and scheduling methodologies
• Proven experience with adherence tracking, shrinkage analysis and intraday management
• Hands-on configuration experience with leading WFM platforms such as NICE, Verint, Genesys, Calabrio, Aspect or injixo
• Experience designing and implementing quality management and performance frameworks
• Ability to design WFM operating models and translate requirements into platform configuration
• Strong understanding of contact centre metrics and performance indicators
• Experience supporting testing phases, training delivery and go-live activities
• Good client-facing and stakeholder management skills
• Ability to work independently and manage your own workstream

Desirable:

• WFM platform certifications from vendors such as NICE, Verint or Genesys
• Consulting delivery background with experience on transformation programmes
• CCaaS implementation experience
• Arabic language ability

Benefits

• Travel and accommodation covered for client-site work in line with company policy
• Flexible remote-first working model with autonomy over your location
• Exposure to large-scale enterprise transformation programmes
• Opportunity to work with leading WFM platforms and technologies
• Collaborative consulting environment working alongside Solution Architects and specialists

You'll work within a merit-based consultancy that values expertise and practical delivery. The remote-first approach gives you flexibility while maintaining strong collaboration with programme teams and client stakeholders across international projects.

How to Apply

To apply for this role please submit your CV using the form below or email info@blvdr.pl