Urgent candidate for CN - CS&S - ACE - Workforce Optimization

Job Description

About Accenture: 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,Technology and Operations Services, and Accenture Song - all powered by the worlds largest network of Advanced Technology and Intelligent Operations centers. Our 699,000 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.The Customer, Sales & Service Practice | Workforce Manager Join our team of Customer Sales & Service consultants who solve customer facing challenges at clients spanning sales, service and marketing to accelerate business change. Practice: Customer Sales & Service Sales force (Sales/Service) I Areas of Work: Workforce Solution and Process Design and Implementation | Level: Analyst /Consultant | Location: Delhi, Gurgaon, Mumbai, Bangalore, Chennai, Pune, Hyderabad | Years of Exp: 4-8 years 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 s Customer, Sales & Service practice. The Customer Sales & Service 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. 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 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.,

Keyskills :
contact center operationsfront endlabor lawsgap analysisservice salesprocess designcontact centercost reductioncustomer serviceservice strategyspeech analytics