The Strategy & Consulting Global Network Song Practice | Workforce Management (WFM)
Find endless opportunities to solve our clients' toughest challenges, as you work with exceptional people, the latest tech and leading companies across industries.
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 Consulting is the right place for you to explore limitless possibilities.
The Strategy & 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
-
Preparing PowerPoint readouts and analysis to the clients
Your experience counts!
-
Bachelor’s degree in related field or equivalent experience
-
5+ 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.
Kuala Lumpur
Equal Employment Opportunity Statement
All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by federal, state, or local law.
Job candidates will not be obligated to disclose sealed or expunged records of conviction or arrest as part of the hiring process.
Accenture is committed to providing veteran employment opportunities to our service men and women.
Please read Accenture’s Recruiting and Hiring Statement for more information on how we process your data during the Recruiting and Hiring process.
We work with one shared purpose: to deliver on the promise of technology and human ingenuity. Every day, more than 775,000 of us help our stakeholders continuously reinvent. Together, we drive positive change and deliver value to our clients, partners, shareholders, communities, and each other.
We believe that delivering value requires innovation, and innovation thrives in an inclusive and diverse environment. We actively foster a workplace free from bias, where everyone feels a sense of belonging and is respected and empowered to do their best work.
At Accenture, we see well-being holistically, supporting our people’s physical, mental, and financial health. We also provide opportunities to keep skills relevant through certifications, learning, and diverse work experiences. We’re proud to be consistently recognized as one of the World’s Best Workplaces™.
Join Accenture to work at the heart of change. Visit us at www.accenture.com.