I&P-GN - SONG - Service - WFI-Consultant

Accenture; Bengaluru; On-site; INR 1,500,000 - 2,100,000; Full time

Job summary

Accenture Strategy & Consulting in Bengaluru is seeking professionals with strong WFM expertise to design, build and deliver Workforce Management solutions. You will drive forecasting, capacity planning, scheduling and performance analytics, and mentor client teams to adopt best practices across contact center operations.

The role emphasizes strategic problem solving, ROI-driven project delivery, and excellence in WFM across industries, under Accenture's global network capabilities.

Qualifications

• 2-8 years of experience working with WFM solutions
• Experience in forecasting, capacity modelling, scheduling, RTA and reporting
• Experience in enabling WFM platforms including creating WFM processes
• Ability to design WFM solutions and implement ROI together with project management

Responsibilities

• Deliver design and delivery in Customer Services domain with Workforce Optimization
• Deploy WFM solutions like Verint, NICE, Calabrio, Aspect
• Create capacity planning models based on client labor laws
• Train and mentor client teams on WFM processes
• Identify and structure key issues into an issue-tree and form hypotheses
• Understand client strategic and operational issues and develop innovative strategies and operating models

Skills

WFM platforms

Forecasting

Capacity planning

Queue management

Speech analytics

Training & mentoring

ROI / business cases

Education

MBA / MBA equivalent

Tools

Verint

NICE

Calabrio

Aspect

Job description

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 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 will work closely with our clients as consulting professionals who design, build and implement initiatives that can help enhance business performance. As part of these, you will 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.

Qualification

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.

Your experience counts!

• MBA from a tier 1 institute

• 2-8 years of experience in working with WFM solutions - generating Forecasting, complex capacity models, scheduling, RTA and reporting . Designing and implementing WFM solutions for any industry

• 4+ years of project management experience. Consulting experience (Optional)