Workforce Management Consultant

Hands-on experience with Alvaria, Verint and WFM platforms : scheduling, forecasting, configuration. Skilled in managing dual-platform environments and supporting cloud contact center (CCaaS) transitions. Experience in testing, system configuration, and defect tracking for workforce platforms. Strong analytical capabilities for building forecasts using historical contact volume and handle time data. Experience in system administration, telephony queue management, and real-time operational adjustments. Leads bi-weekly performance readouts and delivers actionable recommendations. Skilled in creating dashboards, scorecards, and executive-level presentations.