WFM Consultant

• WFM health checks, maturity assessments and operational optimisation reviews. 
• Target Operating Model, governance, SOP and accountability-framework design. 
• Forecasting, capacity planning, scheduling, workforce flexibility and intraday management improvement. 
• Functional discovery, requirements definition, solution design, testing, training, go-live and adoption support. 
• Multi-site and multi-country programmes requiring common standards alongside justified local variation. 
• Pre-sales discovery, proposition development, business-case support and Statement of Work input. 

Key Responsibilities

• Lead structured discovery to assess WFM capability, processes, governance, data, technology adoption and performance. 
• Analyse qualitative and quantitative evidence, identify root causes and distinguish symptoms from underlying operational issues. 
• Develop clear findings, prioritised recommendations, implementation roadmaps and measurable outcomes aligned with customer maturity, appetite and budget. 
• Apply expertise across demand forecasting, budget and capacity planning, recruitment planning, scheduling, shrinkage, leave, intraday management, adherence, conformance and workforce MI. 
  
  

• Design and document Target Operating Models, SOPs, RACI and accountability frameworks, decision rights and stakeholder engagement models. 
• Strengthen governance across the planning lifecycle, including forecast approval, operational decision-making, performance visibility and benefits tracking. 
• Help customers establish sustainable ownership of recommendations and embed continuous improvement.

• Build credibility with planning, operations, technology, data, HR, finance, outsourcing partners and senior leadership. 
• Facilitate workshops, navigate conflicting priorities and constructively challenge established thinking while maintaining strong customer relationships. 
• Synthesise complex operational and technical information into concise, visually effective, executive-ready reports and presentations. 
• Present findings confidently, lead difficult conversations and respond credibly to stakeholder challenge. 

• Lead functional workshops, capture requirements and produce clear functional or operational design documentation. 
• Support or complete solution configuration where appropriate, maintaining alignment with approved designs and intended business outcomes. 
• Plan and execute proportionate functional, integration and end-to-end testing, and support customer UAT. 
• Deliver operational training, knowledge transfer, go-live support and post-implementation guidance. 

• Contribute to proposals, effort estimates, Statements of Work, assumptions, dependencies and business-case or ROI development. 
• Manage assigned work against scope, effort, quality and timescales, escalating risks early and identifying legitimate change-control requirements. 
• Recognise appropriate follow-on consultancy, optimisation and adoption opportunities without compromising trusted-adviser relationships. 
• Work effectively across concurrent engagements and maintain accurate delivery, project and customer records. 

• Collaborate with Pre-Sales, Product, Engineering, Data and the Centre of Excellence to align operational, technical and commercial outcomes. 
• Develop reusable methods, templates, training materials and thought leadership, and share learning across the wider practice. 
• Stay current with WFM platforms, contact-centre trends, analytics, automation and emerging AI-enabled capabilities. 

Skills Knowledge and Expertise

• Typically at least five years’ substantial operational workforce planning experience, gained as a Planning Manager, Senior Planner, WFM Consultant or comparable role. 
• Strong practical expertise across forecasting, long-term capacity planning, scheduling, workforce flexibility, shrinkage, intraday management, adherence, conformance and performance reporting. 
• Experience independently leading discovery, diagnostic reviews or improvement engagements and translating findings into prioritised, implementable recommendations. 
• Proven ability to influence and constructively challenge stakeholders at all levels, including senior operational and executive leaders. 
• Strong analytical capability, including confidence working with workforce and operational data, identifying trends and inconsistencies, testing assumptions and explaining business implications. 
• Advanced Excel capability and sound understanding of WFM measures, definitions and calculation methods. 
• Ability to produce concise, well-structured and visually effective reports, presentations, process documentation and executive-level recommendations. 
• Experience designing or improving planning governance, operating models, SOPs, accountability frameworks and decision processes. 
• Excellent written and spoken English, with the ability to explain complex operational and technical matters clearly. 
• Ability to work autonomously across concurrent engagements while managing scope, quality, risks, dependencies and deadlines. 

• Implementation, administration or advanced-user experience with Verint WFM, Genesys Cloud WEM, Amazon Connect forecasting and scheduling, or comparable enterprise WFM platforms. 
• Experience in multi-site, multi-country, outsourced or blended workforce environments. 
• Experience contributing to proposals, Statements of Work, delivery estimates, business cases, ROI modelling or benefits tracking. 
• Familiarity with contact-centre routing, workforce integrations, functional solution design, software delivery methodologies, testing and vendor escalation. 
• Experience with Power BI, SQL or comparable data-visualisation and analysis tools. 
• Knowledge of quality management, performance management, speech or interaction analytics and related workforce-engagement capabilities. 
• Relevant professional WFM, contact-centre or vendor accreditation.

• Curious, approachable and proactive, with the confidence to form and defend an evidence-based point of view. 
• Pragmatic and commercially aware, balancing recognised best practice with customer maturity, culture, appetite and investment. 
• Comfortable working with ambiguity and able to bring structure, clarity and momentum to unfamiliar environments. 
• Collaborative and low-ego, sharing expertise openly and drawing on the strengths of colleagues and customer teams. 
• Accountable for the quality of their own work and willing to challenge constructively when outcomes are at risk. 

• Core platforms: Verint WFM; Genesys Cloud WEM; Amazon Connect forecasting, capacity planning and scheduling; or comparable enterprise WFM solutions. 
• Related capabilities: Quality management, performance management, speech and interaction analytics, contact-centre routing and integrations, reporting and business intelligence. 
• Qualifications: Relevant professional experience is essential. A degree or equivalent professional qualification is desirable but not mandatory. 
• Certifications: Relevant vendor or professional WFM accreditations are desirable. The successful candidate will be expected to complete applicable Sabio and vendor certification pathways where required.