Role Summary
The Management Consultant in the WFM practice is responsible for enhancing business performance through strategic initiatives. This role involves collaborating with global clients to optimize workforce management operations and drive value in contact center environments.
Job Description
In this role, you will engage with clients daily to design and implement effective workforce management strategies. You will work in a dynamic environment that emphasizes collaboration and innovation.
Key Responsibilities:
- Collaborate with global clients to design and implement workforce management initiatives.
- Optimize WFM operations using platforms like Verint or NICE.
- Design target operating models tailored to client needs.
- Create forecasting and capacity planning models to enhance efficiency.
- Train client teams on WFM best practices and tools.
- Prepare strategic analysis and present findings to stakeholders.
- Recommend real-time management processes to improve contact center performance.
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.
Proven experience in implementing WFM platforms and creating operational processes.
Strong client management skills and ability to prepare strategic readouts.
Quick Info
Company
—
Location
Kuala Lumpur
Salary
—
Incentive / Bonus
Competitive performance-based incentives and comprehensive corporate benefits.
Skills Required
7 skills
Click to submit your application
Required Skills
Workforce Management
Client Management
Data Analysis
Forecasting
Capacity Planning
Training And Development
Strategic Analysis
Application Tips
- Ensure your resume highlights relevant skills and experience
- Tailor your application to match the role requirements
- Double-check all information before submitting
- Submit your application as soon as possible to increase your chances