The Strategy & Consulting Global Network Song Practice | Workforce Management (WFM)
Accenture Southeast AsiaKuala Lumpur, Kuala Lumpur, Malaysia5 hari lalu
Penerangan pekerjaanBachelor’s degree in a related field or equivalent experience 5+ years of extensive experience in Contact Centre Workforce Management Operations Experience working on WFM solutions for forecasting, complex capacity modelling, scheduling, real‑time management, reporting and data analytics Relevant working experience in Contact Centre Operations including Speech Analytics, Quality Management, Agent Performance Management and Knowledge Management Experience implementing WFM solutions for any industry Experience in WFM platform implementation (requirement gathering, design, build, deployment, support, including creation of operational processes) Strong client‑management skills Consulting experience is beneficial Experience integrating WFM system with other Contact Centre platforms Practical knowledge of WFM platforms (Verint, NICE, Calabrio, Aspect, Genesys, cloud solutions) Practical knowledge of AI‑powered WFM solutions from similar providers Certification in any mentioned platforms is an advantage An opportunity to work on transformative projects with key G2000 clients Potential to co‑create 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 into everything—from how you service your clients to how you operate as a responsible professional Personalised training modules to develop your strategy & consulting acumen to grow your skills, industry knowledge and capabilities Opportunity to thrive in a culture that is committed to accelerate equality for all, and engage in boundaryless collaboration across the entire organisation
The Strategy & Consulting Global Network Song Practice | Workforce Management (WFM)
Join to apply for the The Strategy & Consulting Global Network Song Practice | Workforce Management (WFM) role at Accenture Southeast Asia
Find endless opportunities to solve our clients' toughest challenges, as you work with exceptional people, the latest tech and leading companies across industries.
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 Strategy & Consulting Global Network Song practice 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 Marketing Transformation, Connected Commerce and Next‑Generation Customer Care. These services help our clients become living businesses by optimizing their marketing, sales and customer service strategy, thereby driving cost reduction, revenue enhancement and customer satisfaction. The team leverages diverse skills to deliver projects that help drive quantifiable value to our clients.
We are looking for passionate and driven individuals who will help define service strategies, design and implement contact centre solutions and help optimise our clients’ service operations. Individuals must have good communication skills, knowledge in relevant technologies, innovative thinking and commitment to quality.
Key responsibilities
- Optimising WFM Operations using various popular platforms in the market
- Designing target operating models for WFM processes based on client requirements
- Applying experience with WFM solutions such as Verint, NICE, Genesys, Calabrio, Aspect
- Creating forecasting models based on client input
- Developing capacity planning models considering local labour laws and business complexities
- Proposing scheduling models, assessing opportunities and recommending real‑time management processes
- Training and mentoring client teams on WFM processes and best practices
- Preparing PowerPoint readouts and analysis for clients
Your experience counts!
What’s in it for you?
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