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

Accenture PLC; Bengaluru; On-site; INR 3,500,000 - 9,000,000; Full time

Job summary

Accenture Strategy & Consulting Global Network Song practice seeks a senior-level leader to drive workforce optimization initiatives within global client programs. You will design operating models, guide AI-powered WFM deployments, and lead large transformations across contact centers, ensuring business outcomes and client satisfaction.

You will collaborate with pre-sales, delivery, and client teams to shape solutions, manage stakeholders, and build repeatable offerings in workforce optimization

Qualifications

• Minimum 8+ years for Manager and Minimum 12-15 years for Senior Manager delivering workforce optimization programmes across multiple opportunities.
• Experience in handling contact center processes including inbound/outbound, sales and marketing campaigns, employee queries and customer support desks.
• Knowledge of AI-powered WFM solutions and integration with other contact center platforms.

Responsibilities

• Define workforce optimization strategy for clients and design target operating models.
• Migrate workforce management platforms to AI/ML-enabled technologies.
• Lead large-scale transformations of contact center/workforce optimization initiatives.
• Collaborate with pre-sales and delivery teams to solution and demonstrate capabilities.
• Manage project teams, vendor relationships, and client stakeholders to ensure delivery excellence.

Skills

Workforce optimization

WFM platforms

AI-powered solutions

Project management

Client handling

Pre-sales support

Stakeholder management

Communication & presentation

Tools

Nice

Verint

Calabrio

Aspect

Genesys

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 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

Bring your best skills forward to excel at the role:

• Understand market and customer challenges, ability to address these challenges in a differentiated manner vs. the competition. Includes similar level of understanding with regards to all the workforce management vendor technologies

• Help the team to be able to solution, sell, deliver workforce optimization solutions to clients. Readiness includes: Product overview, Partner readiness support, pricing, documentation, first call presentations

• Ability to drive Partner support activities which includes a strong focus on nurturing deeper, more strategic relationships with key parties

• Excellent communications & presentation skills

• Ability to develop requirements based on leadership input

• Ability to work effectively in a remote, virtual, global environment

• Strong project management skills: ability to mobilize and organize across multiple stakeholders (client and internal) and projects

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Your experience counts!

• Minimum 8+ years for Manager and Minimum 12-15 years for Senior Manager of experience in delivering workforce optimization programmes across multiple opportunities

• Exceptional customer management & people management skills

• Cross domain experience includes Insurance & Financial Services, Manufacturing, Media & Entertainment and Technology based companies.

• Experience in handling different kinds of Contact Center process like inbound, outbound, sales & marketing campaigns, handling employee queries, customer support desk

• Experience in communicating with users, other technical teams, and senior management to collect requirements, describe software product features, technical designs, and product strategy.

• Practical knowledge on WFM platforms like Nice, Verint, Calabrio, Aspect, Genesys – with focus on cloud solutions

• Practical knowledge of AI powered WFM solutions from similar providers

• Aware of quality and reporting platforms with the same providers as above

• Experience in building integration with other contact center platforms

• Good to have certification in any of the above mentioned platforms – WFM solution

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