Industry and Process Consultant - Service, Workforce Management

Explore an Exciting Career at Accenture

Are you passionate about scaling businesses using in-depth frameworks and techniques to solve customer facing challenges? Do you want to design, build and implement strategies to enhance business performance? Does working in an inclusive and collaborative environment spark your interest?

Then, this is the right place for you! Welcome to a host of exciting global opportunities within Accenture Strategy & Consulting Global Network, SONG practice.

The Industry and Process Global Network Song Consulting practice is aligned to the Capability Network Practice of Accenture and works with clients across their marketing, sales and services functions. As part of the team, you work on transformation services driven by key offerings like Living Marketing, 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.

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

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Bring your best skills forward to excel at the role:

• 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.

Read about us.

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Your experience counts!

• 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 (Optional)

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 atwww.accenture.com

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