WFM Consultant

Senior WFM Consultant Contact Centre Transformation Programme | Workforce Management & Quality Location Remote with travel to Kuwait as required Contract Fixed-Term Assignment (6 Months)Reporting to Programme Manager / Delivery Lead About the Opportunity We are seeking an experienced Senior Workforce Management (WFM) Consultant to lead the Workforce Management and Quality workstream within a major Contact Centre as a Service (CCaaS) transformation programme. This is a hands-on consulting role requiring deep expertise in contact centre workforce management, including forecasting, capacity planning, scheduling, real-time operations, adherence management, and quality performance frameworks. Working as part of a multi-disciplinary transformation team, you will be responsible for designing and implementing the target WFM operating model, configuring workforce management solutions, supporting testing and deployment activities, and ensuring successful business adoption through go-live and hypercare. This role is ideal for a specialist WFM professional who combines strong operational knowledge with delivery and consulting experience in complex contact centre environments. Key Responsibilities Workforce Forecasting & Capacity Planning

• Design and implement workforce forecasting methodologies across voice and digital channels.
• Develop short, medium, and long-term forecasting models.
• Create capacity plans that align forecast demand with staffing requirements.
• Define shrinkage assumptions and service level requirements.
• Support multi-skill and multi-channel workforce planning strategies.

Scheduling, Adherence & Intraday Management

• Design scheduling frameworks, shift patterns and workforce rules.
• Configure workforce management platforms to support efficient resource allocation.
• Establish adherence monitoring, exception management and real-time controls.
• Define intraday management processes and operational governance.
• Support operational teams in managing demand fluctuations and service impacts.

Quality & Performance Management

• Design quality assurance and performance management frameworks.
• Develop evaluation forms, scorecards and calibration processes.
• Integrate quality, performance and workforce management metrics.
• Define KPI reporting structures and performance dashboards.
• Support coaching and continuous improvement initiatives.

Solution Delivery & Implementation

• Produce workforce management design blueprints and implementation documentation.
• Configure WFM and quality management capabilities within the chosen platform.
• Support integration, system testing and user acceptance testing activities.
• Manage defect resolution and go-live readiness activities.
• Deliver end-user and administrator training.
• Provide hypercare and post-deployment support.

Stakeholder Management & Governance

• Collaborate with Solution Architects, Functional Consultants, Analytics teams and Platform Vendors.
• Lead workforce management workshops and design reviews.
• Present recommendations and progress updates to senior stakeholders.
• Manage workstream risks, issues and dependencies.
• Secure client sign-off across key programme milestones.

Essential Experience

• Significant hands-on experience within Contact Centre Workforce Management.
• Strong expertise in:
  • Forecasting
  • Capacity Planning
  • Scheduling
  • Adherence Management
  • Shrinkage Planning
  • Intraday / Real-Time Management
• Experience configuring and administering leading WFM platforms such as:
  • NICE
  • Verint
  • Genesys
  • Calabrio
  • Aspect
  • Injixo
• Experience with Quality Assurance and Performance Management frameworks.
• Proven involvement in technology implementation or transformation programmes.
• Strong understanding of contact centre operational KPIs and service level management.
• Experience supporting testing, training, deployment and business adoption activities.
• Excellent stakeholder management and communication skills.

Desirable Experience

• Workforce Management platform certifications.
• Consulting or professional services background.
• Experience delivering CCaaS transformation programmes.
• Exposure to analytics, reporting and business intelligence solutions.
• Experience designing contact centre operating models.
• Arabic language skills (advantageous but not essential)

Travel Requirements This is a remote-first role; however, candidates must be willing and able to travel to Kuwait as required for key programme activities, including workshops, configuration sessions, testing, training, go-live support and hypercare.