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Command Center Consultant

Taguig Job No. r00177644 Full-time

Job Description

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 Song 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:

  • Would be responsible for the design and delivery in Customer Services domain including:
    • Workforce Optimization using various popular platforms available in the market
    • Designing target operating model for WFM processes based on the client requirements
    • Application of relevant experience on WFM solutions like Verint, NICE, Genesys, Calabrio, Aspect
    • Ability to design forecasting models based on client’s inputs including liaising with marketing team
    • Ability to create capacity planning models based on client’s local labor laws and business complexities
  • Proposing scheduling models based on the client’s input
    • Ability to assess scheduling opportunities applying best practices and industry standards
  • Process design for real time management, reporting and data analysis
    • Ability to assess client’s as-is WFM processes and provide fit gap analysis
    • Ability to define business opportunities and provide actionable insights
    • Ability to prepare PowerPoint readouts and analysis to the clients


Bachelor’s degree in related field or equivalent experience

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 designing and implementing WFM solutions for any industry

Having executed WFM projects or deployed WFM tools is required

Experience in implementing WFM platform including configuration design, deployment, post deployment support and creating operational processes

Project Management experience would be an advantage

Consulting experience highly preferred but not required

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