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CN - Strategy - MC – C&C Services– 9

Job Location: Bengaluru

Job Number: 38460


- Job description

About Capability Network:
If you are looking for a career with unparalleled global impact, then Accenture invites you to learn more about our rapidly expanding Capability Network. Over 2,000 management consulting and strategy professionals work in the Capability Network at Accenture. Based in a network of prominent locations, Capability Network professionals specialize in providing cutting-edge Industry and Functional expertise and leveraging the power of Accenture to bring measurable value to our clients worldwide.

Key responsibilities of the role:
Would be responsible for design and delivery in Customer Services domain including
• Create and articulate business case for WFO solutions and explain the value proposition to the client
• Understand and articulate challenges and opportunities in a multisite, multi skill, multi geography distributed workforce and define roadmap for routing consolidation and WFM optimization
• Good understanding of client vendor relationship in WFM context and recommend ways to optimize the vendor network through KPIs, technology and process consolidation
• Design, implementation and operationalization of Forecasting, Manpower Planning and Scheduling
• Design and operationalization of performance dashboards and scorecards for big and complex org.
• As IS assessment, bench marking, gap identification, defining To Be Processes
• Diagnose the current state of WFM and overall contact center operations and recommend ideal operating model
• Working knowledge of capabilities of leading platform providers such as NICE, Genesys, Verint, Aspect (Any two)
• Overall understanding of contact centers, Channels both technology and business side (Genesys, Cisco, Avaya)
• Extensive Project management, client facing and negotiation skills
• Support WFO portfolio growth by engaging closely with practice lead

• Bachelor’s degree + MBA from leading institute (preferred) • 3 to 4 years of experience in a contact center of similar industry running operations • 2+ years of experience in running WFM/performance management/coaching/ quality monitoring processes in a leading contact center • 2+ years of project management experience • business consulting experience (preferred)

Accenture is an equal opportunities employer and welcomes applications from all sections of society and does not discriminate on grounds of race, religion or belief, ethnic or national origin, disability, age, citizenship, marital, domestic or civil partnership status, sexual orientation, gender identity, or any other basis as protected by applicable law.

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Please note: If you do not require any such support, you would need to directly apply to open positions posted on our careers page.

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