Exl Service

Consultant/Sr. Consultant - Work Force Management

Job Location US-NJ-Jersey City
Regular Full-Time
Job Code



The EXL Consulting practice is looking for people who are passionate about helping our clients achieve big things.  Our consultants enjoy building lasting relationships with clients and teammates across the globe.  We work in a collaborative environment bringing various strengths, perspectives and experiences together to solve challenging problems.  We are always looking for curious and bright minds who are excited to take on new and interesting adventures.


Please visit www.exlservice.com for more information.


This role will provide you the opportunity to utilize and grow your technical, analytical and business skills as part of a growing WFM team committed to delivering excellent service for our clients. You will play an active role throughout the project lifecycle (e.g. analysis, solution design, configuration, testing) while working on various projects across the country.


Responsibilities include:

  • Lead discussions with client companies regarding WFM benefits, standards, methodologies and requirements.
  • Participate in solution design and requirements gathering activities. These will include engaging and interviewing client subject matter experts, facilitating workshops, reviewing client-provided materials and documentation.
  • Identify requirement "gaps" and provide design alternatives to maintain a high degree of quality in the proposed solution
  • Design, develop, and document processes and procedures.
  • Participate in the technology and service delivery activities such as Building (configuration), Testing (develop criteria, scripts, scenarios, and data cases for testing systems and applications), Training (Training the trainer, Class-room, Knowledge transfer, material preparation) and Deployment (Go-Live support).
  • Provide insight and expertise into the solution configuration based on previous work experiences and leading practices
  • Work independently, with minimal supervision to ensure the timely delivery of all project deliverables.
  • Working closely with customer's project teams to understand their business needs translating them into specifications that provide a clear picture of the solution and how it meets their needs.
  • Coordinate activities between work streams and identify changes in scope
  • Interpret policies and employee contracts in preparation for application configuration. Configure applications for use under those interpretations.
  • Develop an understanding of the capabilities and limitations of workforce management applications so as to properly and creatively use features and modules to meet client needs.
  • Maintain familiarity with current workforce management trends and vendor offerings
  • Support the team by acting as main focal point when queries arise around tool functionalities and capabilities.
  • Demonstrate accountability and contributions to the successful realization of client goals


 This role will require upto 50%-70% travel.


  • Proven experience with Aspect, or other WFM tools, and client-facing consulting experience is required, consulting experience with one of the big four firms is preferred
  • Strong understanding of principles and leading practices in one or more Workforce Management domains (i.e. Forecasting, Scheduling, Time and Attendance, Leave Management)
  • Strong understanding of Contact Center operations, particularly Omni-channel centers
  • Experience with WFM application integration technologies
  • Working knowledge of database querying languages (e.g. SQL)
  • Problem solving, trouble-shooting and analytical skills
  • Strong communication skills, both written and oral
  • Excellent teamwork and interpersonal skills
  • Ability to learn quickly and willingness to go outside of your comfort zone
  • Excellent customer service skills and ability to remain cool and calm in difficult situations
  • Open to travel as required, eligibility to work in the United States a must
  • Working skills of Microsoft applications of Microsoft Word, Excel, and PowerPoint, Visio, Project
  • College, Bachelor's degree or equivalent experience in either IT, HR, WFM

EEO Statement



Sorry the Share function is not working properly at this moment. Please refresh the page and try again later.
Share on your newsfeed