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Workforce Management Solution, Process Design and Implementation
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The Strategy & Consulting Global Network Song Practice | Workforce Management
Find endless opportunities to solve our clients toughest challenges, as you work with exceptional people, the latest tech and leading companies across industries.
Practice:Customer, Industry Consulting I
Areas of Work:Workforce ManagementSolution,Process Design and Implementation
Level:Analyst/Consultant
Location:Manila
Years of Exp:5-8years
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,is the right place for you to explore limitless possibilities.
The 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
PreparingPowerPoint readoutsandanalysis to the clients
Your experience counts!
Bachelor's degree in related field or equivalent experience
5+ yearsextensive experience inContact CenterWorkforce Management Operations
Experience workingonWFM solutionsfor forecasting, complexcapacity modeling, scheduling,real time management, reporting and data analytics
Relevant working experience in Contact Center Operations includingSpeech Analytics,QualityManagement, Agent Performance Management andKnowledge Management
Experience in implementing WFM solutions for any industry
Experience inWFM platform implementation (requirement gathering, design, build, deployment, support, including creation of operational processes)
Strong client management skills
Consulting experienceis 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 onwith key G2000 clients
Potential towith leaders in strategy, industry experts, enterprise function practitioners and, business intelligence professionals to shape and recommend innovative solutions that leverage emerging technologies.
Ability to embedinto everything-from how you service your clients to how you operate as a responsible professional.
Personalized training modules to develop yourto grow your skills, industry knowledge and capabilities
Opportunity to thrive in athat is committed to accelerate equality for all. Engage in boundaryless collaboration across the entire organization.
About Accenture:
Accenture is a leading global professional services company, providing a broad range of services and solutions in strategy, consulting, digital, technology and operations. Combining unmatched experience and specialized skills across more than 40 industries and all business functions - underpinned by the world's largest delivery network - Accenture works at the intersection of business and technology to help clients improve their performance and create sustainable value for their stakeholders. With624,000 people serving clients in more than 120 countries, Accenture drives innovation to improve the way the world works and lives. Visit us at.
About Accenture Strategy & Consulting:
InAccenture Strategy & Consulting, we work with clients to shape their future. Drawing from years of leading business-driven and tech-enabled transformation at scale. As a recognized leader in driving change and innovation, serving clients in 120+ countries - we're able to seek out and seize the greatest opportunities for our clients. Working in partnership with over 200 of the world's leading ecosystem partners, we can re-tool traditional ways of working to enable new enterprise-wide intelligence and adaptability. Start your journey with us and be part of our global network of world-class Strategy andManagement Consulting Talent today. To learn more about S&C, visit.
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 AI with unmatched industry experience, functional expertise and global delivery capability. Our broad range of services, solutions and assets across Strategy & Consulting, Technology, Operations, Industry X and Song, 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
Equal Employment Opportunity Statement
We believe that no one should be discriminated against because of their differences. All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, military veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by applicablelaw. Our rich diversity makes us more innovative, more competitive, and more creative, which helps us better serve our clients and our communities.
Accenture is a global professional services company with leading capabilities in digital, cloud and security. Combining unmatched experience and specialized skills across more than 40 industries, we offer Strategy and Consulting, Interactive, Technology and Operations services €" all powered by the world€™s largest network of Advanced Technology and Intelligent Operations centers. Our 674,000 people deliver on the promise of technology and human ingenuity every day, serving clients in more than 120 countries. We embrace the power of change to create value and shared success for our clients, people, shareholders, partners and communities. Visit us at accenture.com
Job ID: 151781957
