The Strategy & Consulting Global Network SONG Practice | WFM

About Accenture
Accenture is a leading global professional services company that helps the world's leading businesses, governments and other organizations build their digital core, optimize their operations, accelerate revenue growth, and enhance citizen services - creating tangible value at speed and scale. We are a talent-and innovation-led company with approximately 791,000 people serving clients in more than 120 countries. Technology is at the core of change today, and we are one of the world's leaders in helping drive that change, with strong ecosystem relationships. We combine our strength in technology and leadership in cloud, data and Al with unmatched industry experience, functional expertise, and global delivery capability. We are uniquely able to deliver tangible outcomes because of our broad range of services, solutions and assets across Strategy & Consulting, Technology, Operations, Industry X and Song. These capabilities, together with our culture of shared success and commitment to creating 360 value, enable us to help our clients reinvent and build trusted, lasting relationships. We measure our success by the 360 value we create for our clients, each other, our shareholders, partners and communities. Visit us at www.accenture.com.

S&C GN Song Practice | Management Consultant (WFM)

Find endless opportunities to solve our clients toughestchallenges, as you work with exceptional people, the latest tech and leading companies across industries.

Explore an Exciting Career at Accenture

Are you an outcome-oriented problem solver Do you enjoy working on transformation strategies for global clients Does working in an inclusive and collaborative environment spark your interest

Then, is the right place for you to explore limitless possibilities.

The practice works with clients across their marketing, sales and services functions. As part of the team, you will provide transformation services driven by key offerings like Marketing Transformation, Connected Commerce and Next-Generation Customer Care. These services help our clients become living businesses by optimizing their marketing, sales and customer service strategy, thereby driving cost reduction, revenue enhancement, customer satisfaction and impacting front end business metrics in a positive manner.

The team is comprised of individuals who have great understanding of customer services function and span across various industries like CHT, FS, Utilities and Retail. The team leverages these diversified skills to deliver projects that helps drive quantifiable value to our clients.

We are looking for passionate and driven individuals who will help define service strategies, design and implement contact center solutions and help optimize our client's service operations. Individuals must have good communication skills, knowledge in relevant technologies, innovative thinking and commitment to quality.

Key responsibilities:

You will work closely with clients to design, build, and implement initiatives that enhance business performance, including:

• Optimizing WFM Operations using various popular platforms in the market

• Designing target operating models for WFM processes based on client requirements

• Applying experience with WFM solutions like Verint, NICE, Genesys, Calabrio, Aspect

• Creating forecasting models based on client input

• Developing capacity planning models considering local labor laws and business complexities

• Proposing scheduling models, assessing opportunities, and recommending real-time management processes

• Training and mentoring client's team on WFM processes and best practices

• Preparing PowerPoint readouts and analysis to the clients

Your experience counts!

• Bachelor's degree in related field or equivalent experience

• 5+ years extensive experience in Contact Center Workforce Management Operations

• Experience working on WFM solutions for forecasting, complex capacity modeling, scheduling, real time management, reporting and data analytics

• Relevant working experience in Contact Center Operations including Speech Analytics, Quality Management, Agent Performance Management and Knowledge Management

• Experience in implementing WFM solutions for any industry

• Experience in WFM platform implementation (requirement gathering, design, build, deployment, support, including creation of operational processes)

• Strong client management skills

• Consulting experience is beneficial

• Experience integrating WFM system with other Contact Center platforms

• Practical knowledge of WFM platforms (Verint, NICE, Calabrio, Aspect, Genesys, cloud solutions)

• Practical knowledge of AI powered WFM solutions from similar providers

• Certification in any mentioned platforms is an advantage

What's in it for you

• An opportunity to work on with key G2000 clients

• Potential to with leaders in strategy, industry experts, enterprise function practitioners and, business intelligence professionals to shape and recommend innovative solutions that leverage emerging technologies.

• Ability to embed into everything-from how you service your clients to how you operate as a responsible professional.

• Personalized training modules to develop your to grow your skills, industry knowledge and capabilities

• Opportunity to thrive in a that is committed to accelerate equality for all. Engage in boundaryless collaboration across the entire organization.

You will also have opportunities to hone your functional skills and expertise in an area of specialization. We offer a variety of formal and informal training programs at every level to help you acquire and build specialized skills faster. Learning takes place both on the job and through formal training conducted online, in the classroom, or in collaboration with teammates. The sheer variety of work we do, and the experience it offers, provide an unbeatable platform from which to build a career.

Accenture is an equal opportunities employer and welcomes applications from all sections of society and does not discriminate on grounds of race, religion or belief, ethnic or national origin, disability, age, citizenship, marital, domestic or civil partnership status, sexual orientation, gender identity, or any other basis as protected by applicable law.

About Accenture

Accenture is a leading global professional services company that helps the world's leading businesses, governments and other organizations build their digital core, optimize their operations, accelerate revenue growth and enhance citizen services-creating tangible value at speed and scale. We are a talent- and innovation-led company with approximately 791,000 people serving clients in more than 120 countries. Technology is at the core of change today, and we are one of the world's leaders in helping drive that change, with strong ecosystem relationships. We combine our strength in technology and leadership in cloud, data and AI with unmatched industry experience, functional expertise and global delivery capability. Our broad range of services, solutions and assets across Strategy & Consulting, Technology, Operations, Industry X and Song, together with our culture of shared success and commitment to creating 360 value, enable us to help our clients reinvent and build trusted, lasting relationships. We measure our success by the 360 value we create for our clients, each other, our shareholders, partners and communities.

Visit us at

Equal Employment Opportunity Statement

We believe that no one should be discriminated against because of their differences. All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, militaryveteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by applicablelaw. Our rich diversity makes us more innovative, more competitive, and more creative, which helps us better serve our clients and our communities.