Role Summary
A senior-level consulting role focused on Workforce Management (WFM) strategy and implementation within the Song practice, helping global clients optimize contact center operations through advanced technology and process design.
Job Description
As a Management Consultant in the WFM practice, you will work closely with global clients to design and implement initiatives that enhance business performance. This involves optimizing WFM operations using platforms like Verint or NICE, designing target operating models, and creating forecasting and capacity planning models. You will also be responsible for training client teams, preparing strategic analysis, and recommending real-time management processes to drive quantifiable value for contact center operations.
Job Requirements
Bachelor’s degree in a related field or equivalent professional experience.
5+ years of extensive experience in Contact Center Workforce Management Operations.
Proficiency in WFM solutions such as Verint, NICE, Genesys, Calabrio, or Aspect.
Experience in forecasting, complex capacity modeling, and real-time management.
Proven experience in implementing WFM platforms and creating operational processes.
Strong client management skills and ability to prepare strategic readouts.
Knowledge of AI-powered WFM solutions and data analytics is highly desirable.
Relevant platform certifications are considered a significant advantage.
Quick Info
Company
—
Location
Kuala Lumpur
Salary
Undisclosed
Skills Required
13 skills
Click to submit your application
Required Skills
Workforce Management
WFM
Contact Center Operations
Forecasting
Capacity Planning
Verint
NICE
Genesys
Calabrio
Aspect
Consulting
Client Management
Data Analytics
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