Workforce Management Senior Consultant

CNA • Lake Mary, FL

14h • $72,000 - $141,000 • Hybrid

About The Position

We’re seeking an experienced Workforce Management (WFM) Senior Consultant to lead forecasting, staffing strategy, analytics, and operational performance initiatives across a multi skilled service environment. This role is perfect for someone who excels in data driven decision making, thrives in complex operational ecosystems, and can influence leaders with actionable insights. You will serve as a strategic partner—improving workforce efficiency, enhancing customer experience outcomes, and enabling operational excellence.

Requirements

• 5+ years of Workforce Management experience in service delivery, insurance operations
• Strong expertise in forecasting, capacity planning, staffing modeling, and WFM technology.
• Exceptional analytical skills with the ability to interpret large data sets and build compelling data stories.
• Proficiency with tools such as Excel, Power BI/Tableau, WFM platforms
• Demonstrated experience leading projects, influencing cross‑functional teams, and delivering measurable outcomes.
• Strong communication skills with the ability to present confidently to senior leaders.
• Bachelor’s degree or equivalent experience.

Responsibilities

• Strategic Workforce Planning Build and enhance dashboards and reporting that drive clarity around staffing needs, trends, variances, and performance. Translate complex data into clear insights and recommendations for leaders and stakeholders. Maintain/Enhance staffing models (Forecasting/Capacity) and resource optimization strategies across multi‑channel, multi‑skill environments. Support workforce redesign initiatives including staffing mix optimization, skill‑based routing, and future‑state operating models.
• Project & Stakeholder Leadership Lead end‑to‑end consulting engagements including scope definition, delivery, and execution. Present findings, communicate risks, and provide guidance to leaders at all levels. Facilitate discussions across diverse stakeholder groups to align strategies and solve complex problems.
• Process & Technology Optimization Recommend and implement enhancements related to WFM tools, routing logic, analytics platforms, and workforce processes. Identify automation opportunities to streamline forecasting, scheduling, and reporting practices. Support the rollout of new systems, ensuring adoption and effective change management.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level