[Hiring] WFM Consultant - Contact Centre Transformation @Belvedere

Role Description

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

Qualifications

• 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