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Accenture
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GN - SONG - Service - Workforce Intelligence - Senior Manager

GN - SONG - Service - Workforce Intelligence - Senior Manager

Accenture

14 - 16 years

11 - 16 Lacs

Gurugram

Posted:1 day ago| Platform:

Apply

Skills Required

project management presentation skills workforce management stakeholder management wfm mis reporting service management forecasting customer service rostering real time analysis capacity planning mis advanced excel rta sla management

Work Mode

Work from Office

Job Type

Full Time

Job Description

Job Title -
GN - SONG - Service - Workforce Intelligence - Senior Manager
Management Level:
6-Senior Manager
Location:
Bengaluru, BDC7A
Must-have skills:Workforce Management (WFM)

Good to have skills:Ability to leverage design thinking, business process optimization, and stakeholder management skills.
Job

Summary:
This role involves driving strategic initiatives, managing business transformations, and leveraging industry expertise to create value-driven solutions.
Roles & Responsibilities:
Provide strategic advisory services, conduct market research, and develop data-driven recommendations to enhance business performance.
Professional & Technical

Skills:

- Relevant experience in the required domain.- Strong analytical, problem-solving, and communication skills.- Ability to work in a fast-paced, dynamic environment.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

Additional Information:
- Opportunity to work on innovative projects.- Career growth and leadership exposure.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

About Our Company | Accenture
QualificationExperience:14 to 16 Years

Educational Qualification:
Minimum 15 Years of Education

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GN - SONG - Service - Workforce Intelligence - Senior Manager