The Strategy & Consulting Global Network SONG Practice | WFM
S&C GN Song Practice | Management Consultant (WFM)
Find endless opportunities to solve our clients' toughestchallenges, as you work with exceptional people, the latest tech and leading companies across industries.
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, Accenture Strategy and Consulting is the right place for you to explore limitless possibilities.
The Strategy & Consulting Global Network Song 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
- Preparing PowerPoint readouts and analysis to the clients