Associate Manager - Workforce Optimization and Contact Center Transformation

Accenture India Private Limited; Bengaluru; On-site; INR 1,100,000 - 1,700,000; Full time

Job summary

Accenture India Private Limited is seeking an Associate Manager to drive workforce optimization initiatives across global client programs. You will design, build and implement strategies to enhance client performance and cost efficiency in contact center and customer service operations.

The role emphasizes AI/ML-driven migration of workforce management platforms, development of target operating models, and leading large-scale transformations with strong stakeholder engagement and delivery

Responsibilities

• Help our clients to create the workforce optimization strategy
• Drive migration of workforce management platforms to AI/ML-based solutions
• Build target operating models for workforce management
• Lead large-scale transformations on AI-enabled contact centers
• Develop thought leadership and new service offerings

Job description

I&P-GN - SONG - Service - WFI-Associate Manager 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!

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. As part of the team, 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 center/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 center / 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 optimization 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