The Strategy & Consulting Global Network Song Practice | Workforce Management (WFM)

Accenture Southeast AsiaKuala Lumpur, Kuala Lumpur, Malaysia

4 hari lalu

Penerangan pekerjaan

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!

Bachelor’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

What’s in it for you?

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

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Strategy Consulting • Kuala Lumpur, Kuala Lumpur, Malaysia