You will work closely with our clients as consulting professionals who design, build and implement initiatives that can help enhance business performance. 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.

Bring your best skills forward to excel at the role:
• Use strong and a well-est

• Job Qualifications

Job Qualifications

Your experience counts!
• Minimum 12-15 years of experience in delivering workforce optimization programmes across multiple opportunities
• Exceptional customer management & people management skills
• Cross domain experience includes Insurance & Financial Services, Manufacturing, Media & Entertainment and Technology based companies.
• Experience in handling different kinds of Contact Center process like inbound, outbound, sales & marketing campaigns, handling employee queries, customer support desk
• Experience in communicating with users, other technical teams, and senior management to collect requirements, describe software product features, technical designs, and product strategy.
• Practical knowledge on WFM platforms like Nice, Verint, Calabrio, Aspect, Genesys – with focus on cloud solutions
• Practical knowledge of AI powered WFM solutions from similar providers
• Aware of quality and reporting platforms with the same providers as above
• Experience in building integration with other contact center platforms
• Good to have certification in any of the above mentioned platforms – WFM solution
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.