Job Description
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, Accenture Strategy and Consulting is the right place for you to explore limitless possibilities.
The Strategy & Consulting Global Network Song 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
Job Qualifications
Your experience counts!
Bachelor's degree in related field or equivalent experience
3+ 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 transformative projects with key G2000 clients
Potential to Co-create 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 responsible business into everything—from how you service your clients to how you operate as a responsible professional.
Personalized training modules to develop your strategy & consulting acumen to grow your skills, industry knowledge and capabilities
Opportunity to thrive in a culture 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.
