Strategic WFM: Process Design & Implementation Analyst

Accenture in the Philippines; Philippines; On-site; PHP 700,000 - 1,000,000; Full time

Job summary

Accenture in the Philippines is hiring for an Analyst/Consultant in Workforce Management. You will optimize WFM operations, design models, and implement forecasting and capacity planning for global clients. Strong knowledge of popular WFM platforms and consulting experience are preferred.

You will join a team delivering transformation services across marketing, sales and service functions, helping clients improve efficiency and service quality. Manila-based role with opportunities for growth.

Qualifications

• Bachelor’s degree or equivalent experience in a related field.
• 5+ years of experience in Contact Center Workforce Management Operations.
• Experience with forecasting, capacity modeling, scheduling, real-time management and analytics.

Responsibilities

• Optimize WFM operations using popular platforms in the market.
• Design target operating models for WFM processes per client requirements.
• Apply experience with WFM solutions like Verint, NICE, Genesys, Calabrio, Aspect.
• Create forecasting models based on client input and business needs.
• Develop capacity planning models considering local labor laws and complexities.
• Propose scheduling models and real-time management processes.
• Train and mentor client teams on WFM processes and best practices.
• Prepare PowerPoint readouts and client analyses.

Skills

Workforce Management

Forecasting

Capacity planning

WFM process design

Education

Bachelor’s degree in related field

Tools

Verint

NICE

Genesys

Calabrio

Aspect

Job description

Accenture in the Philippines is hiring for an Analyst/Consultant in Workforce Management. You will optimize WFM operations, design models, and implement forecasting and capacity planning for global clients. Strong knowledge of popular WFM platforms and consulting experience are preferred.

You will join a team delivering transformation services across marketing, sales and service functions, helping clients improve efficiency and service quality. Manila-based role with opportunities for growth.