#ACN GN - SONG - Service - Workforce Intelligence - Manager

8113 ASOL- Bangalore 7 SEZ Company; Bengaluru; On-site; INR 4,000,000 - 6,000,000; Full time

Job summary

Accenture is seeking a Manager/Senior Manager to drive Workforce Optimization within the SONG practice of the Strategy & Consulting Global Network. Based in India with global reach, you will design, lead and deliver transformation programs across marketing, sales and service functions for major clients.

You will shepherd AI-powered WFM solutions, manage multi-stakeholder teams, and mentor consultants while partnering with pre‑sales to shape innovative workforce strategies and capabilities.

Qualifications

• 8+ years for Manager and 12–15 years for Senior Manager in delivering workforce optimisation programmes.
• Cross-domain experience across Insurance & FS, Manufacturing, Media & Entertainment and Technology.
• Experience with contact center processes (inbound/outbound/sales) and managing stakeholders.

Responsibilities

• Define workforce optimisation strategy for clients and lead delivery.
• Drive migration of workforce management platforms to AI/ML powered solutions on cloud.
• Create target operating models for workforce management practice.
• Lead large-scale transformations in AI-enabled contact centers.
• Collaborate with pre-sales to shape workforce optimisation opportunities.

Skills

Workforce optimization

AI/ML in WFM

Client management

Project management

Staff development

Tools

Nice

Verint

Calabrio

Aspect

Genesys

Job description

The Strategy & Consulting Global Network SONG Practice | Workforce Intelligence

Join our team of SONG consultants who solve customer facing challenges at clients spanning sales, service and marketing to accelerate business change.

Practice: SONG I

Areas of Work: Advance Customer Engagement, Workforce Optimization|

Level: Manager, Senior Manager | Location: Delhi, Gurgaon, Mumbai, Bangalore | Years of Exp: 8+ years, 12+ years

Explore an Exciting Career at Accenture

Are you passionate about scaling businesses using in-depth frameworks and techniques to solve customer facing challenges? Do you want to design, build and implement strategies to enhance business performance? Does working in an inclusive and collaborative environment spark your interest? Then, this is the right place for you!

Welcome to a host of exciting global opportunities within Accenture Strategy & Consulting Global Network, SONG practice.

The Practice – A Brief Sketch

The Strategy & Consulting Global Network Song practice is aligned to the Capability Network Practice of Accenture and 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 Living Marketing, Connected Commerce and Advanced Customer Engagement. 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.

You will work closely with our clients as consulting professionals who design, build and implement initiatives that can help enhance business performance.

You will drive the following

• Help our clients to create the workforce optimization strategy
• Work with clients to drive migration of workforce management platforms to new age technologies based on AI/ML
• Build target operating model for workforce management practice
• Assist clients in driving operational efficiencies through leading operational practices within the contact centre / customer service organization
• Provide an impartial assessment of workforce management solutions
• Design & create strategic plans for WFO (Project & Programme)
• Design & create the solution architecture for workforce management transformation with best practices (across platforms)
• Lead large scale transformations on AI enabled contact centre / customer service opportunities with clear focus on workforce optimization
• Build and influence relationships, grow collaborative partnerships with clients
• Experience using industry enterprise frameworks and methodologies to deliver business capabilities through whole systems design and architecture
• Work with pre‑sales teams to support the solutioning of workforce optimisation opportunities
• Manage performance of teams and identify performance improvement plans when required
• Develop both thought leadership points of view and new service offerings to differentiate us in the marketplace

Bring your best skills forward to excel at the role: Understand market and customer challenges, ability to address these challenges in a differentiated manner vs. the competition. Includes similar level of understanding with regards to all the workforce management vendor technologies Help the team to be able to solution, sell, deliver workforce optimisation solutions to clients. Readiness includes: Product overview, Partner readiness support, pricing, documentation, first call presentations. Ability to drive Partner support activities which includes a strong focus on nurturing deeper, more strategic relationships with key parties Excellent communications & presentation skills. Ability to develop requirements based on leadership input. Ability to work effectively in a remote, virtual, global environment. Strong project management skills: ability to mobilise and organise across multiple stakeholders (client and internal) and projects. Read about us. Blogs Your experience counts!

Minimum 8+ years for Manager and Minimum 12‑15 years for Senior Manager of experience in delivering workforce optimisation programmes across multiple opportunities

Exceptional customer management & people management skills Cross domain experience includes Insurance & Financial Services, Manufacturing, Media & Entertainment and Technology based companies. Experience in handling different kinds of Contact Center process like inbound, outbound, sales & marketing campaigns, handling employee queries, customer support desk Experience in communicating with users, other technical teams, and senior management to collect requirements, describe software product features, technical designs, and product strategy. Practical knowledge on WFM platforms like Nice, Verint, Calabrio, Aspect, Genesys – with focus on cloud solutions Practical knowledge of AI powered WFM solutions from similar providers Aware of quality and reporting platforms with the same providers as above Experience in building integration with other contact centre platforms Good to have certification in any of the above mentioned platforms – WFM solution

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.

Personalised 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.

About Accenture

Accenture is a leading global professional services company, providing a broad range of services and solutions in strategy, consulting, digital, technology and operations. Combining unmatched experience and specialised skills across more than 40 industries and all business functions — underpinned by the world’s largest delivery network — Accenture works at the intersection of business and technology to help clients improve their performance and create sustainable value for their stakeholders. With 569,000 people serving clients in more than 120 countries, Accenture drives innovation to improve the way the world works and lives. Visit us at www.accenture.com

About Accenture Strategy & Consulting Global Network: Accenture Strategy shapes our clients’ future, combining deep business insight with the understanding of how technology will impact industry and business models. Our focus on issues such as digital disruption, redefining competitiveness, operating and business models as well as the workforce of the future helps our clients find future value and growth in a digital world.

Today, digital is changing the way organisations engage with their employees, business partners, customers and communities. This is our unique differentiator. To bring this global perspective to our clients, Accenture Strategy's services include those provided by our Capability Network – a distributed management consulting organisation that provides management consulting and strategy expertise across the client lifecycle. Our Capability Network teams complement our in‑country teams to deliver cutting‑edge expertise and measurable value to clients all around the world. For more information visit https://www.accenture.com/in-en/careers

Accenture Global Network Song | Accenture in One Word At the heart of every great change is a great human.

If you have ideas, ingenuity and a passion for making a difference, come and be a part of our team. Your experience counts!

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