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Principal, Client Advisory – Workforce Management
TTEC Digital. Own a portfolio of strategic accounts as primary contact and trusted advisor .
Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates extensive expertise in Workforce Management (WFM) implementations, including forecasting, scheduling, and capacity planning, while effectively managing client relationships and driving account success. Proven ability to lead multiple client engagements and projects, ensuring alignment with business outcomes and customer experience objectives.
Highest-signal resume keywords
Workforce Management ExpertiseClient Engagement LeadershipStakeholder ManagementP&L ManagementWFM Platform Knowledge
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Workforce ManagementForecastingSchedulingCapacity PlanningAdherenceShrinkageContact-Centre OperationsService Level MetricsProject ManagementChange Management
Soft Skills
Excellent CommunicationMentoringStakeholder EngagementProblem SolvingCollaboration
Tools & Technologies
GenesysCalabrioNICEVerintCloud Contact-Centre Platforms
Certifications & Qualifications
Relevant Platform Certifications
Industry Keywords
Customer SuccessAccount ManagementClient AdvisorySaaSManaged ServicesCX ConsultingBPOOutsourced Contact-Centre
Tech Stack
Tools & technologiesCloud
About the role
Key responsibilities & impact- Own a portfolio of strategic accounts as primary contact and trusted advisor
- Drive client value realization through account success plans aligned with business outcomes and CX objectives
- Lead QBRs, maintain account health scores, and identify risks and opportunities
- Partner with sales and pre-sales on renewals, expansion and cross-sell opportunities
- Negotiate strategy, scope and statements of work with senior and executive client stakeholders
- Coordinate managed-services, delivery and support teams to meet SLA commitments
- Serve as senior escalation point for client issues and protect CSAT/NPS
- Lead aspects of larger and multiple concurrent client engagements and workstreams
- Manage portfolio P&L, engagement economics, margins and commercial governance
- Act as WFM subject-matter expert for Australian clients
- Lead WFM implementations covering forecasting, scheduling, intraday management, adherence, capacity planning, shrinkage and reporting
- Advise clients on WFM best practices across Genesys, Calabrio, NICE and Verint
- Support WFM scoping, requirements gathering, configuration guidance and solution design
- Translate contact-centre operational needs into WFM process design and configuration
- Lead WFM workshops, enablement sessions and knowledge transfer
- Track WFM platform roadmaps and emerging capabilities
- Partner with Client Advisory, Managed Services, Pre-Sales and Delivery teams
- Develop WFM playbooks, accelerators and reusable assets
- Mentor and upskill account and delivery colleagues
Requirements
What you’ll need- 8+ years in customer success, account management or client advisory within CX, contact centre, SaaS or managed-services environments
- Demonstrable experience leading aspects of client engagements or projects
- Degree qualified
- Hands-on Workforce Management expertise as a WFM practitioner and/or implementing or configuring WFM platforms
- Working knowledge of one or more leading WFM platforms: Genesys, Calabrio, NICE or Verint
- Strong understanding of contact-centre operations and metrics including service level, occupancy, shrinkage, adherence and AHT
- Excellent stakeholder management with senior and executive client contacts
- Experience leading aspects of projects and/or managing multiple concurrent client engagements
- Commercial or profit-and-loss (P&L) exposure
- Based in Australia with current rights to work
- Able to travel domestically to client sites as needed
- Experience across more than one WFM vendor/platform preferred
- Background in CX consulting, technology-services or BPO/outsourced contact-centre environment preferred
- Relevant platform certifications preferred
- Familiarity with cloud contact-centre platforms preferred
- Project or change-management exposure supporting WFM rollouts preferred
Benefits
Comp & perks- Remote work arrangement
- Domestic travel opportunities
- Opportunity to lead and build TTEC Digital’s WFM practice
- Mentoring and knowledge-transfer opportunities
- Work with a leading global customer experience consulting and technology services firm