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

Accenture in India; Bengaluru; On-site; INR 900,000 - 1,500,000; Full time

Job summary

Accenture is inviting you to join the Strategy & Consulting Global Network Song Consulting practice, part of the Capability Network, working with clients across marketing, sales and services to drive transformation.

As an Analyst/Consultant, you will help design operating models, develop cost-efficient strategies and mentor client teams on WFM and customer service processes. Accenture offers a dynamic, collaborative environment with global opportunities.

Qualifications

• 2–8 years of experience in strategy consulting or WFM-related projects.
• Experience delivering workforce optimization and capacity planning.
• Familiarity with WFM platforms like NICE, Verint, Calabrio and Aspect.
• Ability to design operating models and run analyses.

Responsibilities

• Delivery of design and delivery in Customer Services domain: Workforce Optimization using various popular platforms available in the marker, designing target operating model for WFM processes based on the client’s requirements
• Deploy popular WFM solutions like Verint, NICE, Calabrio, Aspect: Ability to create forecasting models using based on the client’s inputs and add business / campaign input to the forecasting by liaising with the marketing team
• Create the capacity planning models based on the client’s local labor laws: Propose scheduling models based on the client’s input and process design for real time queue management, incident management etc
• Train and mentor the client’s in-house team on WFM processes: Exchange best practices across both technical and functional experience on Customer Service Domain
• Identify and structure key issues into an issue-tree and set of hypotheses and plan and conduct research and analyses that address the most appropriate issues.
• Understand company’s key strategic and operational issues spanning market definition, industry trends, and so on.
• Develop innovative, fact-based and achievable strategies and operating models after evaluation of multiple strategic options.

Skills

Workforce Optimization

Forecasting models

Capacity planning

Mentoring

Issue-tree analysis

Tools

Verint

NICE

Calabrio

Aspect

Job description

The Strategy & Consulting Global Network SONG Practice | Command center of future

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: Workforce Solution and Process Design and Implementation | | Level: Analyst /Consultant | | Location: Delhi, Gurgaon, Mumbai, Bangalore, Chennai, Pune, Hyderabad | | Years of Exp: 2-8 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 Strategy & Consulting Global Network Song Consulting 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 work on transformation services driven by key offerings like Living Marketing, 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.

You’ll drive the following

• Delivery of design and delivery in Customer Services domain: Workforce Optimization using various popular platforms available in the marker, designing target operating model for WFM processes based on the client’s requirements
• Deploy popular WFM solutions like Verint, NICE, Calabrio, Aspect: Ability to create forecasting models using based on the client’s inputs and add business / campaign input to the forecasting by liaising with the marketing team
• Create the capacity planning models based on the client’s local labor laws: Propose scheduling models based on the client’s input and process design for real time queue management, incident management etc
• Train and mentor the client’s in-house team on WFM processes: Exchange best practices across both technical and functional experience on Customer Service Domain
• Identify and structure key issues into an issue-tree and set of hypotheses and plan and conduct research and analyses that address the most appropriate issues.
• Understand company’s key strategic and operational issues spanning market definition, industry trends, and so on.
• Develop innovative, fact-based and achievable strategies and operating models after evaluation of multiple strategic options.

Bring your best skills forward to excel at the role

• Use strong and a well-established record of accomplishments in designing: Deliver speech analytics solutions and/or platforms
• Deep-dive with experience across the following characteristics:
  • Experience in enabling WFM platforms including creating WFM processes
  • Ability to use WFM software NICE, Verint, Calabrio, Aspect.
  • Experience in implementing WFM platform including infrastructure design, deployment and ongoing operational run.
  • Experience in contact center operations including operational and performance excellence
• Define WFM solutions: Apply gap analysis, design and implementation.
• Create business cases effectively: Maximize experience in ROI generation and project management of solution deployment.

Read About Us.

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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.

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 specialized 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 organizations 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 organization 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.