Accenture - S&CS Services Role - Workforce Management Solutions

Role title: S&CS Services - WFM

Location: Bangalore / Gurgaon

Please find the JD Below:

Would be responsible for design and delivery in Customer Services domain including

- Create and articulate business case for WFO solutions and explain the value proposition to the client

- Understand and articulate challenges and opportunities in a multisite, multi skill, multi geography distributed workforce and define roadmap for routing consolidation and WFM optimization

- Good understanding of client vendor relationship in WFM context and recommend ways to optimize the vendor network through KPIs, technology and process consolidation

- Design, implementation and operationalization of Forecasting, Manpower Planning and Scheduling

- Design and operationalization of performance dashboards and scorecards for big and complex org.

- As IS assessment, bench marking, gap identification, defining To Be Processes

- Diagnose the current state of WFM and overall contact center operations and recommend ideal operating model

- Working knowledge of capabilities of leading platform providers such as NICE, Genesys, Verint, Aspect (Any two)

- Overall understanding of contact centers, Channels both technology and business side (Genesys, Cisco, Avaya)

- Extensive Project management, client facing and negotiation skills

- Support WFO portfolio growth by engaging closely with practice lead

Basic Qualifications

- Bachelor's degree + MBA from leading institute (preferred)

- 3 to 4 years of experience in a contact center of similar industry running operations

- 2+ years of experience in running WFM/performance management/coaching/ quality monitoring processes in a leading contact center

- 2+ years of project management experience

- Business consulting experience (preferred)

Preferred Skills

The ideal candidate will possess a strong and well-established record of accomplishment in Selling, designing and delivering WFO capabilities through strong value proposition

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

- Experience in designing and implementing WFO practices including all aspects of WFO - WFM, performance management score card design, coaching process, quality management, and skill planning and eLearning modules

- Experience in running WFO operations on a day to day basis

- Experienced in using WFO packages - Aspect/IEX /eWFM/Verint

- Experience in contact center operations including operational and performance excellence

- Ability to define operational performance solutions including gap analysis, design and implementation

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

- Candidate should have worked in a Contact center operations with specific focus on WFO activities