Edstellar

ABOUT THE ROLE

We are seeking a highly experienced Contract Trainer specializing in Workforce Management (WFM) to design, develop, and deliver impactful training programs across US-based operations, planning nationwide.

This is a travel-intensive contract role requiring deployment to client sites across the United States. You will build WFM capability across multiple geographies, time zones, and operational environments working with teams ranging from frontline schedulers and real-time analysts to WFM directors and VP-level stakeholders. The role blends classroom facilitation, virtual delivery, one-on-one coaching, and curriculum development in a fast-paced, multi-site setting.

KEY RESPONSIBILITIES

• Design and deliver end-to-end WFM training programs covering forecasting, scheduling, intraday management, capacity planning, and WFM reporting across US-based sites.

• Conduct Training Needs Analyses (TNA) at each deployment site, identifying skill gaps and tailoring content to local operational contexts.

• Develop comprehensive learning materials including facilitator guides, participant workbooks, e-learning modules, quick-reference cards, and job aids adapted for diverse audiences.

• Deliver instructor-led training (ILT) and virtual instructor-led training (vILT) for analysts, schedulers, real-time analysts, team leads, and managers.

• Train staff on WFM platforms including NICE IEX, Verint, Genesys, Aspect, Calabrio, and similar enterprise tools.

• Build and implement pre- and post-training competency assessment frameworks aligned to US operational KPIs and SLAs.

• Coordinate with regional WFM leads and operations managers to schedule and sequence training across time zones (ET, CT, MT, PT).

• Coach and mentor junior WFM analysts, schedulers, and RTA staff on best practices specific to the US market.

• Create and maintain a centralized WFM knowledge base and training repository accessible

• Partner with HR and L&D teams to integrate WFM training into new hire onboarding program

• Facilitate hands-on workshops, simulation exercises, and scenario-based learning.

• Support WFM technology rollouts, upgrades, and process re-engineering projects with targeted change-readiness training.

• Evaluate training effectiveness through Kirkpatrick-level assessments, learner surveys, and on-the-job performance tracking.

• Produce bi-weekly progress reports and present findings to senior US operations and WFM leadership.

• Ensure training content reflects US labor laws, compliance requirements, and scheduling regulations where applicable (FLSA, state-specific break laws, etc.).

REQUIREMENTS

Essential Requirements

• Minimum 5 years' WFM experience within US.

• Proven experience designing and delivering WFM training programs at scale across multiple US sites.

• Deep expertise across all WFM functions: forecasting, scheduling, real-time adherence, and capacity planning.

• Hands-on experience with at least one enterprise WFM platform (NICE IEX, Verint, Genesys, Aspect, Calabrio, etc.).

• Strong instructional design skills using ADDIE, SAM, or Agile learning methodologies.

• Comfort delivering training across all four US time zones.

• Experience using e-learning authoring tools (Articulate 360, Adobe Captivate, or equivalent).

• Excellent facilitation skills for in-person and virtual audiences of varied seniority.

US work authorization required no visa sponsorship available.

Desirable Skills

• Recognized training qualification (ATD CPLP/CPTD, SHRM, or equivalent US credential).

• WFM platform certification (NICE, Verint, Genesys).

• Prior experience as an independent contractor or WFM consultant in the US.

• Knowledge of US-specific contact-center regulations and labor compliance (FLSA, state break laws).

• Familiarity with omnichannel environments (voice, chat, email, social, back-office).

• Experience with US-based LMS platforms (Cornerstone, Docebo, Workday Learning, SAP SF).

• Strong MS Excel skills for WFM modeling demonstrations.

• Lean or Six Sigma exposure for process improvement contexts.

• Experience supporting multi-state, multi-timezone scheduling environments.

Bilingual (English/Spanish) a plus given diverse US workforce demographics.

CORE WFM TOPICS COVERED

Training will span, but not be limited to, the following WFM subject areas:

Long-range forecasting Short-interval forecasting Multi-skill scheduling Shift bidding & rostering

Intraday management Real-time adherence (RTA) Capacity planning Headcount modeling

Shrinkage calculation Occupancy & utilization Service level management Erlang C modeling

Attrition & leave management WFM reporting & dashboards Multi-timezone scheduling Omnichannel WFM US labor law basics WFM governance & audit Change & transition management Agent experience & wellbeing

DELIVERABLES EXPECTED

• Completed TNA report per site within the first two weeks of each deployment.

• Full US-wide training curriculum and delivery schedule within four weeks of engagement start.

• All learning materials finalized, localized, and approved prior to first delivery at each site.

• Bi-weekly progress updates to US WFM leadership and L&D stakeholders.

• Post-training assessment results, site-by-site performance analysis, and a final recommendations report.

• Fully documented WFM SOPs and a centralized knowledge base handed over at contract close, accessible to all US locations.

US work authorization required. No third-party agencies or staffing firms at this stage. Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all contractors.