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WFM Consultant
Department: Operations
Employment Type: Permanent - Full Time
Location: London
Reporting To: Davie Erskine
Description
At Sabio Group, we're dedicated to fostering an environment where employees thrive. Since 1998, we've built a dynamic culture that is both challenging and fun, driven by a team of ambitious, knowledgeable individuals who are passionate about leading the CX revolution. We're seeking creative, resourceful people to join our fast-growing organisation, where you'll have the opportunity to develop your skills and contribute to a culture of continuous learning.
We work with some of the world’s largest organisations across various industries, delivering exceptional digital customer experiences through our unique blend of expertise, technology, and insight. As one of Europe’s fastest-growing providers of CX transformation solutions, we’re committed to sustainability, diversity, and inclusion, ensuring our workforce reflects the diverse society we serve. Join us and help shape the future of customer experience.
We are currently looking for a passionate and enthusiastic WFM Consultant to join our team.
We look for people with the right cultural fit having what it takes to drive our business forward. We also look for people who are keen to develop new knowledge and skills, because our growth is ultimately dependent on yours. You will play an important role in driving change within our business, joining a department that is continually on a journey of change.
The WFM Consultant acts as a trusted adviser and subject-matter expert, helping customers strengthen workforce planning capability, improve operational performance and realise greater value from their workforce management technology.
The role combines operational WFM expertise, analytical thinking and stakeholder influence: understanding what is happening, forming an evidence-based view and bringing the customer on the journey.
The consultant independently leads discovery, health-check, optimisation and implementation engagements across the end-to-end workforce planning lifecycle. They work with operational teams through to senior and executive leadership, translating complex findings into clear recommendations, practical roadmaps and measurable outcomes.
Technology is important, but it is not an end in itself. The consultant ensures WFM platforms, processes, governance and operating models are designed around sustainable operational and commercial outcomes.
Typical engagements
- WFM health checks, maturity assessments and operational optimisation reviews.
- Target Operating Model, governance, SOP and accountability-framework design.
- Forecasting, capacity planning, scheduling, workforce flexibility and intraday management improvement.
- Functional discovery, requirements definition, solution design, testing, training, go-live and adoption support.
- Multi-site and multi-country programmes requiring common standards alongside justified local variation.
- Pre-sales discovery, proposition development, business-case support and Statement of Work input.
Key Responsibilities
Discovery, diagnosis and advisory
- Lead structured discovery to assess WFM capability, processes, governance, data, technology adoption and performance.
- Analyse qualitative and quantitative evidence, identify root causes and distinguish symptoms from underlying operational issues.
- Develop clear findings, prioritised recommendations, implementation roadmaps and measurable outcomes aligned with customer maturity, appetite and budget.
- Apply expertise across demand forecasting, budget and capacity planning, recruitment planning, scheduling, shrinkage, leave, intraday management, adherence, conformance and workforce MI.
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Operating models and governance
- Design and document Target Operating Models, SOPs, RACI and accountability frameworks, decision rights and stakeholder engagement models.
- Strengthen governance across the planning lifecycle, including forecast approval, operational decision-making, performance visibility and benefits tracking.
- Help customers establish sustainable ownership of recommendations and embed continuous improvement.
Stakeholder engagement and communication
- Build credibility with planning, operations, technology, data, HR, finance, outsourcing partners and senior leadership.
- Facilitate workshops, navigate conflicting priorities and constructively challenge established thinking while maintaining strong customer relationships.
- Synthesise complex operational and technical information into concise, visually effective, executive-ready reports and presentations.
- Present findings confidently, lead difficult conversations and respond credibly to stakeholder challenge.
Solution design and implementation
- Lead functional workshops, capture requirements and produce clear functional or operational design documentation.
- Support or complete solution configuration where appropriate, maintaining alignment with approved designs and intended business outcomes.
- Plan and execute proportionate functional, integration and end-to-end testing, and support customer UAT.
- Deliver operational training, knowledge transfer, go-live support and post-implementation guidance.
Commercial and delivery ownership
- Contribute to proposals, effort estimates, Statements of Work, assumptions, dependencies and business-case or ROI development.
- Manage assigned work against scope, effort, quality and timescales, escalating risks early and identifying legitimate change-control requirements.
- Recognise appropriate follow-on consultancy, optimisation and adoption opportunities without compromising trusted-adviser relationships.
- Work effectively across concurrent engagements and maintain accurate delivery, project and customer records.
Practice contribution
- Collaborate with Pre-Sales, Product, Engineering, Data and the Centre of Excellence to align operational, technical and commercial outcomes.
- Develop reusable methods, templates, training materials and thought leadership, and share learning across the wider practice.
- Stay current with WFM platforms, contact-centre trends, analytics, automation and emerging AI-enabled capabilities.
Skills, Knowledge, and Expertise
Required
- Typically at least five years’ substantial operational workforce planning experience, gained as a Planning Manager, Senior Planner, WFM Consultant or comparable role.
- Strong practical expertise across forecasting, long-term capacity planning, scheduling, workforce flexibility, shrinkage, intraday management, adherence, conformance and performance reporting.
- Experience independently leading discovery, diagnostic reviews or improvement engagements and translating findings into prioritised, implementable recommendations.
- Proven ability to influence and constructively challenge stakeholders at all levels, including senior operational and executive leaders.
- Strong analytical capability, including confidence working with workforce and operational data, identifying trends and inconsistencies, testing assumptions and explaining business implications.
- Advanced Excel capability and sound understanding of WFM measures, definitions and calculation methods.
- Ability to produce concise, well-structured and visually effective reports, presentations, process documentation and executive-level recommendations.
- Experience designing or improving planning governance, operating models, SOPs, accountability frameworks and decision processes.
- Excellent written and spoken English, with the ability to explain complex operational and technical matters clearly.
- Ability to work autonomously across concurrent engagements while managing scope, quality, risks, dependencies and deadlines.
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Desirable
- Implementation, administration or advanced-user experience with Verint WFM, Genesys Cloud WEM, Amazon Connect forecasting and scheduling, or comparable enterprise WFM platforms.
- Experience in multi-site, multi-country, outsourced or blended workforce environments.
- Experience contributing to proposals, Statements of Work, delivery estimates, business cases, ROI modelling or benefits tracking.
- Familiarity with contact-centre routing, workforce integrations, functional solution design, software delivery methodologies, testing and vendor escalation.
- Experience with Power BI, SQL or comparable data-visualisation and analysis tools.
- Knowledge of quality management, performance management, speech or interaction analytics and related workforce-engagement capabilities.
- Relevant professional WFM, contact-centre or vendor accreditation.
Personal approach
- Curious, approachable and proactive, with the confidence to form and defend an evidence-based point of view.
- Pragmatic and commercially aware, balancing recognised best practice with customer maturity, culture, appetite and investment.
- Comfortable working with ambiguity and able to bring structure, clarity and momentum to unfamiliar environments.
- Collaborative and low-ego, sharing expertise openly and drawing on the strengths of colleagues and customer teams.
- Accountable for the quality of their own work and willing to challenge constructively when outcomes are at risk.
Technology and certification
- Core platforms: Verint WFM; Genesys Cloud WEM; Amazon Connect forecasting, capacity planning and scheduling; or comparable enterprise WFM solutions.
- Related capabilities: Quality management, performance management, speech and interaction analytics, contact-centre routing and integrations, reporting and business intelligence.
- Qualifications: Relevant professional experience is essential. A degree or equivalent professional qualification is desirable but not mandatory.
- Certifications: Relevant vendor or professional WFM accreditations are desirable. The successful candidate will be expected to complete applicable Sabio and vendor certification pathways where required.
Benefits
This is your chance to join a friendly and passionate team that will motivate you to learn and develop your career in the company.
Benefits may include:
- Pension Scheme
- Remote/Flexible work
- Life insurance
- Private health and dental care
- Cycle to work
- 28 days paid holiday a year (this includes three Sabio days)
- LinkedIn Learning
- Plus many more! (Benefits are dependant on your base location.)
The Small Print
- Strictly No Agencies; any submission of resumes without prior request from Sabio Group will not be deemed as an introduction and therefore will not warrant an introduction fee.
- All applicants must have the right to work in the territory to which the role relates (UK & EU).
- Sabio Group are unable to offer sponsorship on any roles advertised.
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