WFM Consultant
Sabio is a Global company and the leading independent UK Contact Centre solution supplier. We work with leading brands and partners across the globe, helping them to build high quality, secure, robust platforms and solutions.
Sabio provides expertise and solutions that our customers’ need to respond to the ever-changing world. Our powerhouse products and expertise are mainly around creating state-of-the-art real-time communications platforms, and contact centre system integration. As Sabio we love what we do. We love to learn, we love to experiment, and we love to build the best products, deliver the customer experience we can using the best tools we can find and build. We're brave, we work hard and at our core we are about quality. We want to be challenged and be encouraged to 'dare'. We have a strong problem-solving engineering background and ‘can-do’ attitude, which remains at the centre of everything we do.
We are currently looking for a passionate and enthusiastic WFM Consultant to join our Delivery 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.
Sabio provides expertise and solutions that our customers’ need to respond to the ever-changing world. Our powerhouse products and expertise are mainly around creating state-of-the-art real-time communications platforms, and contact centre system integration. As Sabio we love what we do. We love to learn, we love to experiment, and we love to build the best products, deliver the customer experience we can using the best tools we can find and build. We're brave, we work hard and at our core we are about quality. We want to be challenged and be encouraged to 'dare'. We have a strong problem-solving engineering background and ‘can-do’ attitude, which remains at the centre of everything we do.
We are currently looking for a passionate and enthusiastic WFM Consultant to join our Delivery 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.
Key Responsibilities
Function as the consultative lead and subject matter expert for Sabio WFM deployments, offering operational insights and best practices. Collaborate with customers to design and implement effective planning processes, ensuring optimal utilisation of the WFM solution.
This role may involve stand-alone or integrated engagements, encompassing activities such as:
Provide subject matter expertise and optimisation consultancy – ensuring Sabio customers fully harness the benefits of their WFM solution to realise the value of their investment as quickly as possible.
Governance Framework Development and Implementation:
Collaborate with customers to develop and document their Target Operating Model (TOM), including Standard Operating Procedures (SOPs), RACI matrices, and stakeholder engagement frameworks.
Support the implementation of the TOM, ensuring alignment with organisational goals and operational needs.
Define and implement governance structures to improve decision-making and accountability across the planning lifecycle.
Support the implementation of best practices across the planning lifecycle, including:
Providing expertise in capacity planning, scheduling, real-time management, and other key disciplines.
Establishing and documenting all relevant planning and operational processes.
Governance and Target Operating Models:
This role may involve stand-alone or integrated engagements, encompassing activities such as:
Provide subject matter expertise and optimisation consultancy – ensuring Sabio customers fully harness the benefits of their WFM solution to realise the value of their investment as quickly as possible.
Governance Framework Development and Implementation:
Collaborate with customers to develop and document their Target Operating Model (TOM), including Standard Operating Procedures (SOPs), RACI matrices, and stakeholder engagement frameworks.
Support the implementation of the TOM, ensuring alignment with organisational goals and operational needs.
Define and implement governance structures to improve decision-making and accountability across the planning lifecycle.
Support the implementation of best practices across the planning lifecycle, including:
Providing expertise in capacity planning, scheduling, real-time management, and other key disciplines.
Establishing and documenting all relevant planning and operational processes.
Governance and Target Operating Models:
- Creation of Target Operating Model (TOM) documentation, including Standard Operating Procedures (SOPs), RACI matrices, and stakeholder engagement frameworks.
- Implementation of governance frameworks to ensure accountability and effective decision-making across the planning lifecycle.
Operational Optimisation:
- Development of Operational Optimisation Plans to drive business benefits.
- Facilitate monthly Optimisation sessions and quarterly Health Check sessions with customers.
- Assist customers in optimising their end-to-end planning cycle, including capacity planning, scheduling, real-time management, and other planning disciplines.
Customer Engagement:
- Build and maintain strong working relationships with key customer stakeholders, including planning teams and senior leadership.
- Act as a trusted advisor to customers, providing insights and recommendations for continuous improvement of their WFM operations.
Pre-Sales and Collaboration:
- Support Sabio’s Pre-Sales and Product Teams with ongoing WFM initiatives such as WFM masterclasses and workshops.
- Share operational insights and collaborate with the Centre of Excellence to align deployment with business case objectives and ROI modelling.
Design and Configuration:
- End-to-end operational design of Sabio WFM projects, including:
- Delivering functional workshops and capturing requirements.
- Authoring and coordinating customer sign-off for design specifications.
- Configuring solutions based on completed design documentation, either your own or via handover from colleagues.
Testing and Validation:
- Execute a comprehensive suite of system, integration, and E2E testing to ensure functional adherence to design.
- Provide remote or onsite support during User Acceptance Testing (UAT), including operational advice, knowledge transfer, and defect resolution through configurational fixes or workarounds.
Training and Knowledge Transfer:
- Deliver functional and end-user training sessions on the Sabio WFM solution, including classroom-based training, one-to-one knowledge transfer, or addressing queries arising from Sabio CBT sessions.
Go-Live and Post-Implementation Support:
- Provide remote or onsite support during the project go-live phase to ensure a smooth transition to live operations.
- Offer guidance on best practices, monitor performance, and address any immediate operational challenges.
Additional Activities (As Required):
- Clearly defining roles and responsibilities within the planning team to ensure efficient operations.
- Deliver functional and operational training tailored to the customer’s needs.
- Oversee functional and operational design, implementation, and configuration.
- Create and maintain functional design documentation.
- Conduct thorough solution testing, including functional system testing, end-to-end (E2E) testing, integration testing, and user acceptance testing (UAT) support.
- Perform analysis and benchmarking to evaluate solution performance and identify areas for improvement.
- Proactively manage customer relationships, offering guidance and support to enhance WFM operations.
- Assist customers in optimising their end-to-end planning cycle, ensuring effective practices across capacity planning, scheduling, real-time management, and other planning disciplines.
The successful applicant will play a critical role in ensuring the effectiveness of Sabio solution deployments by delivering functional and operational consultation and making best practice recommendations.
Many deliverables will occur on customer sites (domestic and international) and may involve work outside standard office hours. Therefore, a willingness to travel and the ability to accommodate occasional out-of-hours or weekend work are essential.
This role will collaborate closely with the Centre of Excellence to ensure insights from the presales process, including business case and ROI modelling, are fully integrated into the solution deployment and Statement of Works.
Skills Knowledge and Expertise
Required skills, experience & knowledge:
- Strategic Planning Experience:
- Would typically have at least 5 years’ operational experience as a Planning Manager or in a Senior Planning role, with demonstrated expertise in capacity planning, scheduling, and real-time management.
- Governance and Framework Development:
- Experience in designing and implementing governance frameworks, including Target Operating Models (TOMs), SOPs, and RACI matrices.
- Stakeholder Engagement:
- Proven ability to build and manage relationships with senior stakeholders, including cross-functional teams and customer planning teams.
- Optimisation and Continuous Improvement:
- Demonstrated ability to assess operational performance, identify opportunities for improvement, and implement optimisation strategies.
- Training and Knowledge Transfer:
- Experience delivering structured training sessions, knowledge transfer workshops, and tailored guidance to customers or internal teams.
- Strong understanding of contact centre environments and best practices across the planning lifecycle.
- Proven ability in making strategic decisions and solving complex business problems.
- Excellent presentation skills at all management levels – both internal and customer-facing.
- Good spoken and written English: ability to explain complex issues clearly and in detail.
Desirable skills, experience & knowledge:
- Experience in the implementation and/or use of WFM platforms such as Verint WFM, Avaya WFM, Genesys WEM, Amazon FCS or similar solutions.
- Familiarity with software deployment methodologies and functional solution design.
- Experience working with and managing third-party vendors.
- Software and solution troubleshooting experience, particularly within WFM environments.
- Awareness of contact centre industry trends, both operational and technical, including emerging technologies and methodologies.
- Experience in analysing solution performance through benchmarking and reporting, with a focus on ROI realisation.
Benefits
This is your chance to join and 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.
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.
