GN - SONG - Service - Workforce Intelligence - Specialist
Job Title - GN - SONG - MT - Workforce Intelligence - Specialist
Management Level: 09/ Specialist
Location: Gurugram, Mumbai, Pune, Bengaluru, Hyderabad, Chennai
Must have skills: Workforce Management (WFM)
Good to have skills: Project Management
Job Summary:
You will work closely with our clients as consulting professionals who design, build, and implement initiatives that can help enhance business performance.
Roles & Responsibilities: As part of these, you will drive the following:
- Delivery of design and delivery in Customer Services domain : Workforce Optimization using various popular platforms available in the marker, designing target operating model for WFM processes based on the client’s requirements
- Deploy popular WFM solutions like Verint, NICE, Calabrio, Aspect: Ability to create forecasting models using based on the client’s inputs and add business / campaign input to the forecasting by liaising with the marketing team
- Create the capacity planning models based on the client’s local labor laws : Propose scheduling models based on the client’s input and process design for real time queue management, incident management etc
- Train and mentor the client’s in-house team on WFM processes: Exchange best practices across both technical and functional experience on Customer Service Domain
- Identify and structure key issues into an issue-tree and set of hypotheses and plan and conduct research and analyses that address the most appropriate issues.
- Understand company’s key strategic and operational issues spanning market definition, industry trends, and so on.
- Develop innovative, fact-based and achievable strategies and operating models after evaluation of multiple strategic options.
Professional & Technical Skills:
- Use strong and a well-established record of accomplishments in designing: Deliver speech analytics solutions and/or platforms
- Deep dive with experience across the following characteristics:
- Experience in enabling WFM platforms including creating WFM processes
- Ability to use WFM software NICE, Verint, Calabrio, Aspect.
- Experience in implementing WFM platform including infrastructure design, deployment and ongoing operational run.
- Experience in contact center operations including operational and performance excellence
- Define WFM solutions: Apply gap analysis, design and implementation.
- Create business cases effectively: Maximize experience in ROI generation and project management of solution deployment.
Additional Information:
- MBA from a tier 1 institute
- 2-8 years of experience in working with WFM solutions – generating Forecasting, complex capacity models, scheduling, RTA and reporting. Designing and implementing WFM solutions for any industry
- 4+ years of project management experience. Consulting experience
About Accenture:
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About Accenture Strategy & Consulting:
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Experience: Minimum 4+ year(s) of experience is required
Educational Qualification: MBA/PGDM from a tier 1 or 2
Hyderabad
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