WFM Consultant - Remote-First for Enterprise Transformations

BELVEDERE; Kuwait; Remote; KWD 28,000 - 40,000; Part time

Benefits offered by this job

Travel and accommodation covered

Remote-first working model

Enterprise transformation exposure

Work with leading WFM platforms

Job summary

BELVEDERE is seeking a WFM Consultant to lead the workforce management workstream for a large-scale contact centre transformation. You will design and configure forecasting, capacity planning and scheduling, and develop adherence tracking and intraday management frameworks while collaborating with Solution Architects and vendors.

Remote-first with international exposure and travel to Kuwait for on-site delivery when required, you will support testing, training and go-live adoption, producing

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.

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 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.

Skills

Workforce management

Forecasting

Capacity planning

Scheduling

Adherence tracking

Intraday management

Stakeholder management

Remote collaboration

Tools

NICE

Verint

Genesys

Calabrio

Aspect

injixo

Job description

BELVEDERE is seeking a WFM Consultant to lead the workforce management workstream for a large-scale contact centre transformation. You will design and configure forecasting, capacity planning and scheduling, and develop adherence tracking and intraday management frameworks while collaborating with Solution Architects and vendors.

Remote-first with international exposure and travel to Kuwait for on-site delivery when required, you will support testing, training and go-live adoption, producing