The Strategy & Consulting Global Network SONG Practice | WFM

Your experience counts! 

• Bachelor’s degree in related field or equivalent experience 

• 3+ 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. 

You will also have opportunities to hone your functional skills and expertise in an area of specialization.  We offer a variety of formal and informal training programs at every level to help you acquire and build specialized skills faster. Learning takes place both on the job and through formal training conducted online, in the classroom, or in collaboration with teammates. The sheer variety of work we do, and the experience it offers, provide an unbeatable platform from which to build a career. 

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.