Principal Workforce Management Consultant
Core
Drive enterprise workforce strategy into measurable operational and financial outcomes by partnering with executives to shape decisions on service performance, cost efficiency, and employee experience.
Role type
Principal Workforce Management Consultant (Strategic Advisory & Delivery Leadership)
Builds
Workforce Management (WFM) and Workforce Engagement Management (WEM) solutions for enterprise contact centers
Domain
Contact Center Operations / Workforce Optimization
Deliverable
production ML models | product features | dashboards & analysis | client delivery
Required skills
Workforce Management (WFM) solution implementation, Contact Center transformation leadership, Forecasting and capacity planning, Scheduling strategies, Change management, Stakeholder influence, Agile user story definition, Cost-benefit analysis, ROI quantification
Preferred skills
Quality Management, Speech Analytics, Text Analytics, Employee Performance Management, Cloud-based contact center platforms
Technologies
WEM, WFM, Genesys Cloud
Responsibilities
Lead executive discovery workshops to assess workforce challenges and business objectives; Develop and present transformation roadmaps aligned with customer strategy; Address customer objections by contextualizing tradeoffs and dependencies; Support sales teams by identifying risks and gaps impacting WFM success; Partner with stakeholders to quantify business value including cost benefit analysis and ROI drivers; Translate forecasting accuracy and staffing models into language for financial and executive audiences; Lead technical and business discussions bridging strategy with configuration and operational execution; Demonstrate WEM solution capabilities for alignment and validation; Drive best practices and governance models for sustainable solution use; Provide structured feedback to product teams based on delivery experience; Collaborate with Product Owners and Scrum Masters to define and prioritize user stories; Work independently across multiple concurrent customer engagements.
Seniority
Principal, hands-on IC with strategic advisory responsibility