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Workforce Management Consultant
Workforce Management ConsultantTalentBridge • West Des Moines, IA, US
Workforce Management Consultant

Workforce Management Consultant

TalentBridge • West Des Moines, IA, US
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Overview

Job Title : Workforce Management Consultant

Location : West Des Moines, IA (Hybrid – 3 days in office, 2 days remote)

Contract Duration : 12 months (with potential to extend or convert)

About the Role :

We are seeking an experienced and detail-oriented Workforce Management Consultant to join our Workforce Management team. This role plays a critical part in supporting operational planning, forecasting, and scheduling within our contact center environment. You will provide technical expertise, mentorship, and process improvements while managing workforce systems and ensuring service level goals are met.

Responsibilities

  • Manage and administer workforce management platforms (Alvaria, Verint, NICE IEX, or similar).
  • Conduct forecasting, capacity planning, schedule optimization, and intraday management to meet service level objectives.
  • Analyze data and generate reports, dashboards, and performance metrics for leadership.
  • Lead bi-weekly business readouts and provide actionable insights to senior management.
  • Coordinate cross-functional activities with Finance, Operations, and Technology teams.
  • Support application testing, system configuration, defect tracking, and reporting within WFM platforms.
  • Provide coaching, mentoring, and technical guidance to team members.
  • Drive process improvement initiatives to optimize resource utilization and operational efficiency.

Required Qualifications

  • 3–5 years of experience in Workforce Management or Workforce Planning within a contact center environment.
  • Hands-on experience with WFM platforms such as Alvaria (Aspect), Verint, NICE IEX, Genesys, or Calabrio
  • Strong analytical skills and proficiency in Excel , including advanced functions, formulas, and data visualization tools.
  • Knowledge of forecasting, scheduling, real-time adherence, and queue management.
  • Excellent communication and stakeholder management skills.
  • Ability to work independently and manage multiple priorities.

    • Preferred Qualifications

  • Experience in coaching or mentoring team members.
  • Familiarity with CCaaS platforms, telephony systems, and contact center operations.
  • Experience with Tableau, Power BI, or SQL for reporting and analytics.

    • What We Offer

  • Opportunity to work in a dynamic and collaborative environment.
  • Exposure to leading WFM systems and processes.
  • Chance to contribute to workforce optimization initiatives and improve operational efficiency.

    • J-18808-Ljbffr

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    Workforce Management • West Des Moines, IA, US

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