WFM Strategy & Transformation Analyst

Accenture; Philippines; On-site; PHP 800,000 - 1,200,000; Full time

Benefits offered by this job

Transformative projects

Leadership collaboration

Tailored training

Culture of equality

Mentorship program

Job summary

Accenture Strategy and Consulting in Manila seeks an Analyst/Consultant to drive workforce management transformations for global clients across marketing, sales and services. You will work with Verint, NICE, Genesys and other platforms to optimize forecasting, capacity planning, and real-time management.

Join a team delivering measurable value, collaborating across industries, and growing through tailored training and mentorship while contributing to cost reduction and improved customer care.

Qualifications

• Bachelor’s degree in related field or equivalent experience.
• 5+ years of extensive experience in Contact Center Workforce Management Operations.
• Experience implementing WFM solutions for any industry.
• Experience with WFM platforms for forecasting, capacity modeling, scheduling, real-time management, reporting and data analytics.
• Knowledge of Speech Analytics, Quality Management, Agent Performance Management and Knowledge Management is a plus.

Responsibilities

• Design, build, and implement initiatives that enhance business performance with clients.
• Optimize WFM operations and develop target operating models based on client needs.
• Apply experience with WFM platforms (Verint, NICE, Genesys, Calabrio, Aspect).
• Create forecasting models and develop capacity planning under local conditions.
• Mentor client teams on WFM processes and best practices; prepare analyses for client review.

Skills

WFM operations

Client management

Verint

NICE

Genesys

Calabrio

Aspect

Consulting experience

AI-powered WFM

Education

Bachelor’s degree in related field

Tools

Verint

NICE

Calabrio

Aspect

Genesys

Cloud WFM solutions

Job description

Accenture Strategy and Consulting in Manila seeks an Analyst/Consultant to drive workforce management transformations for global clients across marketing, sales and services. You will work with Verint, NICE, Genesys and other platforms to optimize forecasting, capacity planning, and real-time management.

Join a team delivering measurable value, collaborating across industries, and growing through tailored training and mentorship while contributing to cost reduction and improved customer care.