Workforce Management Solution, Process Design and Implementation.

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  

• Preparing PowerPoint readouts and analysis to the clients 

Your experience counts! 

• Bachelor’s degree in related field or equivalent experience 

• 5+ years 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 implementing WFM solutions for any industry 

• Experience in WFM platform implementation (requirement gathering, design, build, deployment, support, including creation of operational processes) 

• Strong client management skills 

• Consulting experience is 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 on transformative projects with key G2000 clients  

• Potential to Co-create with leaders in strategy, industry experts, enterprise function practitioners and, business intelligence professionals to shape and recommend innovative solutions that leverage emerging technologies. 

• Ability to embed responsible business into everything—from how you service your clients to how you operate as a responsible professional.  

• Personalized training modules to develop your strategy & consulting acumen to grow your skills, industry knowledge and capabilities  

• Opportunity to thrive in a culture that 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. 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 www.accenture.com. 

About Accenture Strategy & Consulting: