Gn - Song - Service - Workforce Intelligence - Manager @ Accenture

Job Description

Job Title - GN - SONG - MT - Workforce Intelligence - Senior Manager/ManagerManagement Level:06/ Senior Manager or 07/ ManagerLocation:Gurugram, Mumbai, Pune, Bengaluru, Hyderabad, ChennaiMust have skills:Workforce Management (WFM)
Good to have skills:Project ManagementJob Summary: You will work closely with our clients as consulting professionals who design, build and implement initiatives that can help enhance business performance.Areas of Work:Advance Customer Engagement, Workforce Optimization
Roles & Responsibilities: As part of the team, you will drive the following

Help our clients to create the workforce optimization strategy

Work with clients to drive migration of workforce management platforms to new age technologies based on AI/ML

Build target operating model for workforce management practice

Assist clients in driving operational efficiencies through leading operational practices within the contact center/customer service organization

Provide an impartial assessment of workforce management solutions

Design & create strategic plans for WFO (Project & Programme)

Design & create the solution architecture for workforce management transformation with best practices (across platforms)

Lead large scale transformations on AI enabled contact center / customer service opportunities with clear focus on workforce optimization

Build and influence relationships, grow collaborative partnerships with clients

Experience using industry enterprise frameworks and methodologies to deliver business capabilities through whole systems design and architecture

Work with pre-sales teams to support the solutioning of workforce optimization opportunities

Manage performance of teams and identify performance improvement plans when required

Develop both thought leadership points of view and new service offerings to differentiate us in the marketplace

Professional & Technical Skills:

Understand market and customer challenges, ability to address these challenges in a differentiated manner vs. the competition. Includes similar level of understanding with regards to all the workforce management vendor technologies

Help the team to be able to solution, sell, deliver workforce optimization solutions to clients. Readiness includes ,Product overview, Partner readiness support, pricing, documentation, first call presentations

Ability to drive Partner support activities which includes a strong focus on nurturing deeper, more strategic relationships with key parties

Excellent communications & presentation skills

Ability to develop requirements based on leadership input

Ability to work effectively in a remote, virtual, global environment

Strong project management skills:ability to mobilize and organize across multiple stakeholders (client and internal) and projects

Additional Information:

Minimum 8+ years for Manager and Minimum 12-15 years for Senior Manager of experience in delivering workforce optimization programmes across multiple opportunities

Exceptional customer management & people management skills

Cross domain experience includes Insurance & Financial Services, Manufacturing, Media & Entertainment and Technology based companies.

Experience in handling different kinds of Contact Center process like inbound, outbound, sales & marketing campaigns, handling employee queries, customer support desk

Experience in communicating with users, other technical teams, and senior management to collect requirements, describe software product features, technical designs, and product strategy.

Practical knowledge on WFM platforms like Nice, Verint, Calabrio, Aspect, Genesys with focus on cloud solutions

Practical knowledge of AI powered WFM solutions from similar providers

Aware of quality and reporting platforms with the same providers as above

Experience in building integration with other contact center platforms

Good to have certification in any of the above mentioned platforms WFM solution

QualificationExperience:Minimum 10+ year(s) of experience is required
Educational Qualification:MBA/PGDM from a tier 1 or 2

Job Classification

Industry: IT Services & Consulting
Functional Area / Department: Customer Success, Service & Operations
Role Category: Customer Success, Service & Operations - Other
Role: Customer Service
Employement Type: Full time

Contact Details:

Company: Accenture
Location(s): Mumbai

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Keyskills:   customer management Calabrio inbound outbound Nice Verint Genesys Workforce Optimization workforce management Aspect sales