GN - SONG - Service - Workforce Intelligence - Manager

Job Title -   GN - SONG - MT - Workforce Intelligence - Senior Manager/Manager

Management Level: 06/ Senior Manager or 07/ Manager

Location: Gurugram, Mumbai, Pune, Bengaluru, Hyderabad, Chennai

Must have skills: Workforce Management (WFM)

Good to have skills: Project Management

Job 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

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
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About Accenture Strategy & Consulting:

Accenture Strategy shapes our clients’ future, combining deep business insight with the understanding of how technology will impact industry and business models. Our focus on issues such as digital disruption, redefining competitiveness, operating and business models as well as the workforce of the future helps our clients find future value and growth in a digital world. Today, digital is changing the way organizations engage with their employees, business partners, customers, and communities. This is our unique differentiator. To bring this global perspective to our clients, Accenture Strategy's services include those provided by our Global Network – a distributed management consulting organization that provides management consulting and strategy expertise across the client lifecycle. Our Global Network teams complement our in-country teams to deliver cutting-edge expertise and measurable value to clients all around the world. For more information visit https://www.accenture.com/us-en/Careers/capability-network

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