The Strategy & Consulting Global Network SONG Practice | WFM
About Accenture
Accenture is a leading global professional services company that helps the world's leading businesses, governments and other organizations build their digital core, optimize their operations, accelerate revenue growth, and enhance citizen services - creating tangible value at speed and scale. We are a talent-and innovation-led company with approximately 791,000 people serving clients in more than 120 countries. Technology is at the core of change today, and we are one of the world's leaders in helping drive that change, with strong ecosystem relationships. We combine our strength in technology and leadership in cloud, data and Al with unmatched industry experience, functional expertise, and global delivery capability. We are uniquely able to deliver tangible outcomes because of our broad range of services, solutions and assets across Strategy & Consulting, Technology, Operations, Industry X and Song. These capabilities, together with our culture of shared success and commitment to creating 360° value, enable us to help our clients reinvent and build trusted, lasting relationships. We measure our success by the 360° value we create for our clients, each other, our shareholders, partners and communities. Visit us at www.accenture.com.
S&C GN Song Practice | Management Consultant (WFM)
Find endless opportunities to solve our clients' toughestchallenges, 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:
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Optimizing WFM Operations using various popular platforms in the market
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Designing target operating models for WFM processes based on client requirements
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Applying experience with WFM solutions like Verint, NICE, Genesys, Calabrio, Aspect
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Creating forecasting models based on client input
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Developing capacity planning models considering local labor laws and business complexities
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Proposing scheduling models, assessing opportunities, and recommending real-time management processes
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Training and mentoring client's team on WFM processes and best practices
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Preparing PowerPoint readouts and analysis to the clients
Your experience counts!
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Bachelor’s degree in related field or equivalent experience
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5+ years extensive experience in Contact Center Workforce Management Operations
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Experience working on WFM solutions for forecasting, complex capacity modeling, scheduling, real time management, reporting and data analytics
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Relevant working experience in Contact Center Operations including Speech Analytics, Quality Management, Agent Performance Management and Knowledge Management
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Experience in implementing WFM solutions for any industry
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Experience in WFM platform implementation (requirement gathering, design, build, deployment, support, including creation of operational processes)
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Strong client management skills
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Consulting experience is beneficial
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Experience integrating WFM system with other Contact Center platforms
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Practical knowledge of WFM platforms (Verint, NICE, Calabrio, Aspect, Genesys, cloud solutions)
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Practical knowledge of AI powered WFM solutions from similar providers
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Certification in any mentioned platforms is an advantage
What’s in it for you?
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An opportunity to work on transformative projects with key G2000 clients
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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.
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Ability to embed responsible business into everything—from how you service your clients to how you operate as a responsible professional.
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Personalized training modules to develop your strategy & consulting acumen to grow your skills, industry knowledge and capabilities
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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.
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Equal Employment Opportunity Statement
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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.