Workforce Management 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 | Duration: 6 Months

Why This Role

• Lead end-to-end workforce management for a large-scale contact centre transformation
• 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 high-impact strategic programmes

About the Role

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

They are currently seeking an experienced WFM Consultant to join a significant transformation programme. This is an opportunity to take full ownership of the workforce management workstream — from initial design through to go-live — working alongside enterprise clients and industry-leading technology platforms.

As WFM Consultant, you will own the complete workforce management workstream for a large-scale contact centre transformation. You will design and configure forecasting, capacity planning, scheduling, and performance frameworks, working closely with Solution Architects, platform vendors, and client teams throughout the programme lifecycle. The 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, with meaningful impact on 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 tailored to the client's operational environment
• Build adherence monitoring and intraday management processes aligned with contact centre best practice
• Design quality assurance and performance management frameworks that support sustainable operations
• Produce detailed WFM design blueprints, configuration documentation, and supporting materials
• Configure WFM and quality tooling on the selected platform to meet agreed requirements
• Support user acceptance testing, training delivery, and go-live adoption activities
• Collaborate effectively with Solution Architects, platform vendors, and client stakeholders throughout the programme
• Report progress, risks, and dependencies clearly to the Programme Manager
• Guide clients on best-practice workforce management operating models and advise on long-term capability development

Requirements

• Substantial hands-on workforce management experience gained within 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 one or more leading WFM platforms, such as NICE, Verint, Genesys, Calabrio, Aspect, or injixo
• Experience designing and implementing quality management and performance frameworks in contact centre settings
• Ability to design WFM operating models and translate business requirements into platform configuration
• Strong understanding of contact centre metrics and key performance indicators
• Experience supporting testing phases, training delivery, and go-live activities within programme environments
• Confident client-facing and stakeholder management skills, with the ability to communicate clearly at all levels
• Ability to work independently, manage your own workstream, and maintain delivery momentum with minimal supervision

Desirable:

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

Benefits

• Travel and accommodation covered for client-site work in Kuwait, in line with company policy
• Flexible remote-first working model with genuine autonomy over your location
• Exposure to large-scale enterprise transformation programmes with tangible operational impact
• Opportunity to work with leading WFM platforms and emerging technologies
• Collaborative consulting environment working alongside Solution Architects and subject-matter specialists
• Competitive contract remuneration reflective of the seniority and scope of the role

You will work within a merit-based consultancy that values deep expertise and practical delivery above all else. The remote-first model provides meaningful flexibility while maintaining close collaboration with programme teams and client stakeholders across