WFM Solution Design & Implementation Consultant - Manila

Accenture in the Philippines; Philippines; On-site; PHP 800,000 - 1,100,000; Full time

Job summary

Accenture in the Philippines is seeking an experienced Workforce Management Analyst/Consultant to join the Strategy & Consulting Global Network Song Practice in Manila. You will design and implement WFM initiatives, forecast demand, model capacity, and advise clients on scheduling and real-time management.

Strong communication and client-management skills are essential. You will work with Verint, NICE, Genesys, Calabrio and other platforms to deliver measurable improvements in cost, revenue, and

Qualifications

• 5+ years extensive experience in Contact Center Workforce Management Operations
• Experience working on WFM solutions for forecasting, complex capacity modeling, scheduling, real time management, reporting and data analytics
• Relevant working experience in Contact Center Operations including Speech Analytics, Quality Management, Agent Performance Management and Knowledge Management
• Experience in implementing WFM solutions for any industry
• Experience in WFM platform implementation (requirement gathering, design, build, deployment, support, including creation of operational processes)
• Strong client management skills
• Consulting experience is beneficial
• Experience integrating WFM system with other Contact Center platforms
• Practical knowledge of WFM platforms (Verint, NICE, Calabrio, Aspect, Genesys, cloud solutions)
• Practical knowledge of AI powered WFM solutions from similar providers
• Certification in any mentioned platforms is an advantage

Responsibilities

• Design, build, and implement initiatives that enhance business performance
• Optimize WFM Operations using popular platforms
• Develop target operating models for WFM processes based on client requirements
• Create forecasting models based on client input
• Develop capacity planning models considering local labor laws
• Propose scheduling models and real-time management processes
• Train and mentor client's team on WFM processes and best practices
• Prepare PowerPoint readouts and analysis for clients

Skills

Client management

Communication

Mentoring

Analytical thinking

Education

Bachelor’s degree in related field or equivalent experience

Tools

Verint

NICE

Calabrio

Aspect

Genesys

Speech Analytics

Quality Management

Agent Performance Management

Knowledge Management

AI-powered WFM

Job description

Accenture in the Philippines is seeking an experienced Workforce Management Analyst/Consultant to join the Strategy & Consulting Global Network Song Practice in Manila. You will design and implement WFM initiatives, forecast demand, model capacity, and advise clients on scheduling and real-time management.

Strong communication and client-management skills are essential. You will work with Verint, NICE, Genesys, Calabrio and other platforms to deliver measurable improvements in cost, revenue, and