Job Description

Would be responsible for delivery of design and delivery in Customer Services domain including

o Workforce Optimization using various popular platforms available in the marker

o Designing target operating model for WFM processes based on the client’s requirements

o Must have the experience in popular WFM solutions like Verint, NICE, Calabrio, Aspect

o Ability to create forecasting models using based on the client’s inputs

o Adding business / campaign input to the forecasting by liaising with the marketing team

o Ability to create the capacity planning models based on the client’s local labor laws and business dynamics

• Proposing scheduling models based on the client’s input

• Process design for real time queue management, incident management etc

o Ability to prepare the power point readouts with analysis to the clients

o Ability to assess client’s current WFM processes and provide fit gap analysis

o Ability to define business actions based on insights and translate it into implementable actions

• Should train/coach/mentor the client’s in-house on WFM processes and share best practices

• The profile requires both technical and functional experience on Customer Service Domain

o Contact center extensive experience in customer experience and operational excellence

• Having executed WFM projects or deploying of WFM tools is mandatory


Qualifications

• 5-6 years of experience in working with WFM solutions – generating Forecasting, complex capacity models, scheduling, RTA and reporting • Experience in designing and implementing WFM solutions for any industry • Project management experience • Candidates who fit this profile will have experience architecting, designing, and implementing speech analytics solution, preferably in Fortune 500 companies with sophisticated customer interaction operations, solution offerings from leading speech analytics vendors, or leading consulting firms. The following characteristics are sought: o Experience in enabling WFM platforms including creating WFM processes o Ability to use WFM software NICE, Verint, Calabrio, Aspect. o Experience in implementing WFM platform including infrastructure design, deployment and ongoing operational run. o Experience in contact center operations including operational and performance excellence o Prepare the power point readouts with analysis to the clients o Ability to define WFM solutions including gap analysis, design and implementation o Creation of business case including ROI generation and project management of solution deployment o Consulting experience (Optional)

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.

COVID-19 update:  The safety and well-being of our candidates, our people and their families continues to be a top priority. Until travel restrictions change, interviews will continue to be conducted virtually. 

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