Workforce Management Solution, Process Design and Implementation

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

The Strategy & Consulting Global Network Song Practice | Workforce Management

Find endless opportunities to solve our clients' toughest challenges, as you work with exceptional people, the latest tech and leading companies across industries.

Practice: Customer, Industry Consulting I

Areas of Work: Workforce Management Solution, Process Design and Implementation

Level: Analyst/Consultant

Location: Manila

Years of Exp: 5-8 years

Explore an Exciting Career at Accenture

Are you an outcome-oriented problem solver? Do you enjoy working on transformation strategies for global clients? Does working in an inclusive and collaborative environment spark your interest?

Then, Accenture Strategy and Consulting is the right place for you to explore limitless possibilities.

The Strategy & Consulting Global Network Song practice 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 Marketing Transformation, 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.

The team is comprised of individuals who have great understanding of customer services function and span across various industries like CHT, FS, Utilities and Retail. The team leverages these diversified skills to deliver projects that helps drive quantifiable value to our clients.

We are looking for passionate and driven individuals who will help define service strategies, design and implement contact center solutions and help optimize our client's service operations. Individuals must have good communication skills, knowledge in relevant technologies, innovative thinking and commitment to quality.

Key responsibilities:

• Optimizing WFM Operations using various popular platforms in the market
• Designing target operating models for WFM processes based on client requirements
• Applying experience with WFM solutions like Verint, NICE, Genesys, Calabrio, Aspect
• Creating forecasting models based on client input
• Developing capacity planning models considering local labor laws and business complexities
• Proposing scheduling models, assessing opportunities, and recommending real-time management processes
• Training and mentoring client's team on WFM processes and best practices
• Preparing PowerPoint readouts and analysis to the clients

Your experience counts!

• Bachelor’s degree in related field or equivalent experience
• 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

What’s in it for you?

• An opportunity to work on transformative projects with key G2000 clients
• Potential to Co-create with leaders in strategy, industry experts, enterprise function practitioners and, business intelligence professionals to shape and recommend innovative solutions that leverage emerging technologies.
• Ability to embed responsible business into everything—from how you service your clients to how you operate as a responsible professional.
• Personalized training modules to develop your strategy & consulting acumen to grow your skills, industry knowledge and capabilities
• Opportunity to thrive in a culture that is committed to accelerate equality for all. Engage in boundaryless collaboration across the entire organization.

About Accenture:

Accenture is a leading global professional services company, providing a broad range of services and solutions in strategy, consulting, digital, technology and operations. Combining unmatched experience and specialized skills across more than 40 industries and all business functions - underpinned by the world’s largest delivery network - Accenture works at the intersection of business and technology to help clients improve their performance and create sustainable value for their stakeholders. With 624,000 people serving clients in more than 120 countries, Accenture drives innovation to improve the way the world works and lives. Visit us at www.accenture.com.

About Accenture Strategy & Consulting:

In Accenture Strategy & Consulting, we work with clients to shape their future. Drawing from years of leading business-driven and tech-enabled transformation at scale. As a recognized leader in driving change and innovation, serving clients in 120+ countries - we’re able to seek out and seize the greatest opportunities for our clients. Working in partnership with over 200 of the world’s leading ecosystem partners, we can re-tool traditional ways of working to enable new enterprise-wide intelligence and adaptability. Start your journey with us and be part of our global network of world-class Strategy and Management Consulting Talent today. To learn more about S&C, visit accenture.com/strategyandconsultingph.