GN - SONG - Service - Workforce Intelligence - Specialist

Job Title -   GN - SONG - MT - Workforce Intelligence - Specialist

Management Level: 09/ Specialist

Location: Gurugram, Mumbai, Pune, Bengaluru, Hyderabad, Chennai

Must have skills: Workforce Management (WFM)

Good to have skills: Project Management

Job Summary:
You will work closely with our clients as consulting professionals who design, build, and implement initiatives that can help enhance business performance.

Roles & Responsibilities: As part of these, you will drive the following:

• Delivery of design and delivery in Customer Services domain : Workforce Optimization using various popular platforms available in the marker, designing target operating model for WFM processes based on the client’s requirements
• Deploy popular WFM solutions like Verint, NICE, Calabrio, Aspect: Ability to create forecasting models using based on the client’s inputs and add business / campaign input to the forecasting by liaising with the marketing team
• Create the capacity planning models based on the client’s local labor laws : Propose  scheduling models based on the client’s input and process design for real time queue management, incident management etc
• Train and mentor the client’s in-house team on WFM processes: Exchange best practices across both technical and functional experience on Customer Service Domain

• Identify and structure key issues into an issue-tree and set of hypotheses and plan and conduct research and analyses that address the most appropriate issues.
• Understand company’s key strategic and operational issues spanning market definition, industry trends, and so on.
• Develop innovative, fact-based and achievable strategies and operating models after evaluation of multiple strategic options.

Professional & Technical Skills:

• Use strong and a well-established record of accomplishments in designing: Deliver speech analytics solutions and/or platforms
• Deep dive with experience across the following characteristics:
  • Experience in enabling WFM platforms including creating WFM processes
  • Ability to use WFM software NICE, Verint, Calabrio, Aspect.
  • Experience in implementing WFM platform including infrastructure design, deployment and ongoing operational run.
  • Experience in contact center operations including operational and performance excellence
• Define WFM solutions: Apply gap analysis, design and implementation.
• Create business cases effectively: Maximize experience in ROI generation and project management of solution deployment.

Additional Information:

• MBA from a tier 1 institute
• 2-8 years of experience in working with WFM solutions – generating Forecasting, complex capacity models, scheduling, RTA and reporting. Designing and implementing WFM solutions for any industry
• 4+ years of project management experience. Consulting experience

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. With 624,000 people serving clients in more than 120 countries, Accenture drives innovation to improve the way the world works and lives. Visit us at
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About Accenture Strategy & Consulting:

Accenture Strategy shapes our clients’ future, combining deep business insight with the understanding of how technology will impact industry and business models. Our focus on issues such as digital disruption, redefining competitiveness, operating and business models as well as the workforce of the future helps our clients find future value and growth in a digital world. Today, digital is changing the way organizations engage with their employees, business partners, customers, and communities. This is our unique differentiator. To bring this global perspective to our clients, Accenture Strategy's services include those provided by our Global Network – a distributed management consulting organization that provides management consulting and strategy expertise across the client lifecycle. Our Global Network teams complement our in-country teams to deliver cutting-edge expertise and measurable value to clients all around the world. For more information visit https://www.accenture.com/us-en/Careers/capability-network

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At the heart of every great change is a great human. If you have ideas, ingenuity and a passion for making a difference, come and be a part of our team.

Experience: Minimum 4+ year(s) of experience is required

Educational Qualification: MBA/PGDM from a tier 1 or 2

About Accenture

Visit us at www.accenture.com 

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