WFM Consultant

Senior WFM Consultant Contact Centre Transformation Programme | Workforce Management andamp; 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 andamp; Capacity PlanningDesign 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 ..... full job details .....