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

Accenture PLC; Bengaluru; On-site; INR 1,800,000 - 2,400,000; Full time

Job summary

Accenture Strategy & Consulting Global Network is seeking a WFM-focused consultant in Bengaluru. You will design and deliver WFM solutions across customer services, forecasting, scheduling, and capacity planning, while interfacing with marketing and service teams to optimize performance.

Ideal candidates have MBA from a tier 1 institute and 2–8 years of WFM experience, with 4+ years in project management; consulting experience is a plus.

Qualifications

• MBA from a tier 1 institute.
• 2-8 years of experience in working with WFM solutions – forecasting, capacity models, scheduling, RTA and reporting.
• 4+ years of project management experience; consulting experience is optional.

Responsibilities

• Deliver design and delivery in Customer Services domain.
• Deploy WFM solutions like NICE, Verint, Calabrio, Aspect.
• Create capacity planning models respecting local labor laws.
• Train and mentor client in-house teams on WFM processes.
• Identify key issues, develop hypotheses, and conduct analyses.

Skills

Forecasting

Capacity planning

Scheduling

RTA and reporting

WFM platforms

Education

MBA from a tier 1 institute

Tools

NICE

Verint

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.

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.

• Blogs

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)

Equal Employment Opportunity Statement

All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by federal, state, or local law.

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