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

Accenture in India; Bengaluru; On-site; INR 1,200,000 - 1,800,000; Full time

Job summary

Accenture is seeking consultants to help design, build, and implement strategies that enhance business performance in Customer Services. The role focuses on workforce optimization and operating models to drive improvements in marketing, sales and service metrics.

You will work with clients to design target operating models, deploy WFM platforms, and develop forecasting and capacity planning solutions, while mentoring client teams and translating insights into actionable plans.

Qualifications

• Delivery of design and delivery in Customer Services domain: Workforce Optimization using various popular platforms available in the market.
• 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 capacity planning models based on the client's local labor laws and propose scheduling models for real time queue management and incident management.

Responsibilities

• Delivery of design and delivery in Customer Services domain: Workforce Optimization using various popular platforms available in the market.
• 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

Training and mentoring

Issue-tree analysis

Client engagement

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 Industry and Process 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 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.