Workforce Management Consultant

Insite Managed Solutions•Dallas, FL

3d•Onsite

About The Position

As a Workforce Management Consultant, you'll partner with clients to evaluate and improve their workforce management operations. You'll analyze data, optimize forecasting and staffing strategies, solve operational challenges, and help clients make informed workforce decisions. Working closely with senior consultants, you'll support client engagements from assessment through implementation while delivering practical solutions that create lasting operational improvements.

Requirements

5+ years of experience in workforce management, workforce planning, workforce analytics, consulting, professional services, or contact center operations
Hands-on experience with forecasting, capacity planning, scheduling, real-time management, and workforce optimization
Experience with enterprise workforce management platforms such as NICE IEX, NICE CXone WFM, Verint, Calabrio, Genesys WEM, or similar technologies
Strong analytical skills with advanced proficiency in Microsoft Excel, including pivot tables, formulas, lookups, and data analysis
Ability to analyze complex workforce data and translate insights into practical business recommendations
Experience partnering directly with operational leaders and client stakeholders in a consultative environment
Strong written and verbal communication skills, including the ability to confidently present findings to both operational and executive audiences
Ability to manage multiple priorities while maintaining accuracy, accountability, and follow-through
Proficiency with Microsoft Excel and PowerPoint

Nice To Haves

Experience supporting workforce assessments, operational consulting engagements, or workforce transformation initiatives
Experience with data visualization tools such as Power BI, Tableau, or Sigma
Working knowledge of SQL or advanced reporting techniques
Experience with workforce budgeting, staffing models, and financial planning
Lean, Six Sigma, or other process improvement certification or applied experience
Experience within BPO, customer experience, or contact center consulting environments

Responsibilities

Analyze forecasts, staffing models, schedules, and operational performance to identify workforce risks and improvement opportunities
Develop and maintain workforce models that support staffing, capacity planning, budgeting, and changing business demand
Evaluate key workforce metrics including service level, occupancy, adherence, shrinkage, and productivity, translating findings into actionable recommendations
Configure and optimize workforce management platforms, forecasting models, schedules, and reporting tools
Partner with client stakeholders to understand business objectives, assess current workforce practices, and recommend scalable operational improvements
Build dashboards and reports that provide meaningful visibility into workforce performance and operational trends
Support workforce assessments, optimization initiatives, implementations, and operational improvement projects across multiple client engagements
Present findings and recommendations to client stakeholders while collaborating with senior consultants to ensure successful project delivery
Manage multiple client engagements while maintaining strong organization, accountability, and attention to detail