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Practice: Customer, Industry Consulting I Areas of Work: Workforce Management, Forecasting, Capacity Planning | Level: Consultant | Location: Manila | Years of Exp: 5-8 years

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 Customers & Channels Capability is aligned to the Capability Network division of Accenture and works with our client’s services organization. The team provides transformation services across five key offering namely Digital Servicing, Retention and growth, Field Services, Contact channels and Service Operations. These services help our clients optimize their cost to serve and improve revenue per customer.

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 include:

• Delivery of design and delivery in Customer Services domain including:

• Workforce Optimization using various popular platforms available in the marker

• Designing target operating model for WFM processes based on the client’s requirements

• Must have the experience in popular WFM solutions like Verint, NICE, Calabrio, Aspect

• Ability to create forecasting models using based on the client’s inputs

• Adding business / campaign input to the forecasting by liaising with the marketing team

• Ability to create the capacity planning models based on the client’s local labor laws and business dynamics

• Proposing scheduling models based on the client’s input

• Process design for real time queue management, incident management, etc.

• Ability to prepare the power point readouts with analysis to the clients

• Ability to assess client’s current WFM processes and provide fit gap analysis

• Ability to define business actions based on insights and translate it into implementable actions

What’s in it for you?

• An opportunity to work on transformative projects (https://www.accenture.com/in-en/about/company/how-we-serve-index) with key G2000 clients

• Potential to Co-create (https://www.accenture.com/in-en/about/company/how-we-serve-index) 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 (https://www.accenture.com/us-en/about/corporate-citizenship-index) 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 (https://www.accenture.com/in-en/about/consulting-index) to grow your skills, industry knowledge and capabilities

• Opportunity to thrive in a culture (https://www.accenture.com/in-en/about/inclusion-diversity-india) 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:

In Accenture Strategy & Consulting, we work with clients to shape their future. Drawing from years of leading business-driven and tech-enabled transformation at scale. As a recognized leader in driving change and innovation, serving clients in 120+ countries - we’re able to seek out and seize the greatest opportunities for our clients. Working in partnership with over 200 of the world’s leading ecosystem partners, we can re-tool traditional ways of working to enable new enterprise-wide intelligence and adaptability. Start your journey with us and be part of our global network of world-class Strategy and Management Consulting Talent today. To learn more about S&C, visit accenture.com/strategyandconsultingph.

Your experience counts!

• Bachelor’s degree in related field or equivalent experience

• Contact center extensive experience in customer experience and operational excellence

• Having executed WFM projects or deploying of WFM tools is mandatory

• Experience in working with WFM solutions – generating Forecasting, complex capacity models, scheduling, RTA and reporting

• Experience in designing and implementing WFM solutions for any industry

• Project management experience

• Consulting experience (Optional)

• The ideal candidate will possess a strong and well-established record of accomplishment in designing and delivering speech analytics solutions and/or platforms

• Candidates who fit this profile will have experience architecting, designing, and implementing speech analytics solution, preferably in Fortune 500 companies with sophisticated customer interaction operations, solution offerings from leading speech analytics vendors, or leading consulting firms. The following characteristics are sought:

• 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

• Prepare the power point readouts with analysis to the clients

• Ability to define WFM solutions including gap analysis, design and implementation

• Creation of business case including ROI generation and project management of solution deployment