Workforce Management Solution, Process Design and Implementation

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

The Strategy & Consulting Global Network Song Practice | Workforce Management

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

Practice: Customer, Industry Consulting I

Areas of Work: Workforce ManagementSolution,Process Design and Implementation

Level: Analyst/Consultant

Location: Manila

Years of Exp: 5-8years

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 Consultingis the right place for you to explore limitless possibilities.

TheStrategy & 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:

You will work closely with clients to design, build, and implement initiatives that enhance business performance, including:

• 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

• PreparingPowerPoint readoutsandanalysis to the clients

Your experience counts!

• Bachelor’s degree in related field or equivalent experience

• 5+ yearsextensive experience inContact CenterWorkforce Management Operations

• Experience workingonWFM solutionsfor forecasting, complexcapacity modeling, scheduling,real time management, reporting and data analytics

• Relevant working experience in Contact Center Operations includingSpeech Analytics,QualityManagement, Agent Performance Management andKnowledge Management

• Experience in implementing WFM solutions for any industry

• Experience inWFM platform implementation (requirement gathering, design, build, deployment, support, including creation of operational processes)

• Strong client management skills

• Consulting experienceis 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 ontransformative projectswith key G2000 clients

• Potential toCo-creates 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 embedresponsible businessinto everything—from how you service your clients to how you operate as a responsible professional.

• Personalized training modules to develop yourstrategy & consulting acumen to grow your skills, industry knowledge and capabilities

• Opportunity to thrive in a culturethat 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. With624,000 people serving clients in more than 120 countries, Accenture drives innovation to improve the way the world works and lives. Visit us atwww.accenture.com.

About Accenture Strategy & Consulting:

InAccenture 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 andManagement Consulting Talent today. To learn more about S&C, visitaccenture.com/strategyandconsultingph.

About Accenture

Accenture is a leading global professional services company that helps the world’s leading businesses, governments and other organizations build their digital core, optimize their operations, accelerate revenue growth and enhance citizen services—creating tangible value at speed and scale. We are a talent- and innovation-led company with approximately 791,000 people serving clients in more than 120 countries. Technology is at the core of change today, and we are one of the world’s leaders in helping drive that change, with strong ecosystem relationships. We combine our strength in technology and leadership in cloud, data and AI with unmatched industry experience, functional expertise and global delivery capability. Our broad range of services, solutions and assets across Strategy & Consulting, Technology, Operations, Industry X and Song, together with our culture of shared success and commitment to creating 360° value, enable us to help our clients reinvent and build trusted, lasting relationships. We measure our success by the 360° value we create for our clients, each other, our shareholders, partners and communities.

Visit us atwww.accenture.com

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We believe that no one should be discriminated against because of their differences. All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, military veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by applicablelaw.Our rich diversity makes us more innovative, more competitive, and more creative, which helps us better serve our clients and our communities.