GN - SONG - Service - Workforce Intelligence - Senior Manager

The Strategy & Consulting Global Network SONG Practice | Command center of future

Join our team of SONG consultants who solve customer facing challenges at clients spanning sales, service and marketing to accelerate business change.

Practice:SONG

Areas of Work:Advance Customer Engagement, Workforce Optimization

| Level:Manager, Senior Manager

| Location:Delhi, Gurgaon, Mumbai, Bangalore |

Years of Exp:8+ years , 12+ 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 Global Network, SONG practice.

The Practice A Brief Sketch

The 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 will provide transformation services driven by key offerings like Living Marketing, Connected Commerce and Advanced Customer Engagement. 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 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

Bring your best skills forward to excel at the role:

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

Read about us.

Qualifications

Your experience counts!

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