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GN - SONG - Service - Workforce Intelligence - Analyst

GN - SONG - Service - Workforce Intelligence - Analyst

Accenture

4 - 9 years

5 - 9 Lacs

gurugram

Posted:6 days ago| Platform:

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Skills Required

project management ssas customer service workforce management wfm service management forecasting cms avaya cms problem management verint service level management change management real time analysis itsm incident management voip avaya rta itil

Work Mode

Work from Office

Job Type

Full Time

Job Description

About The Role
Job Title:Specialist Workforce ManagementSkills, Experience & EducationRequired Skills:

Workforce Management (WFM)Experience with WFM platforms such as NICE, Verint, Calabrio, AspectForecasting, capacity planning, scheduling, and real-time queue managementContact center operations and performance optimizationIntegration with orchestration platforms and infrastructure designROI generation and solution deploymentSpeech analytics and customer service domain expertisePreferred Skills:

Project Management
Roles & ResponsibilitiesDesign and deliver workforce optimization solutions in customer service domainsImplement WFM platforms and create forecasting models aligned with business inputsDevelop capacity planning models considering local labor lawsPropose scheduling models and manage real-time queue and incident processesTrain and mentor client teams on WFM processes and best practicesConduct issue analysis and develop strategic recommendationsEvaluate strategic options and develop achievable operating modelsApply gap analysis and define WFM solutions for deploymentCreate effective business cases and manage solution implementationAdditional DetailsOpportunity to work on strategic consulting projects across industriesExposure to leading WFM technologies and customer service transformationCollaborative and inclusive work environment with career growth potential Qualification
ExperienceMinimum of 4 year(s) experience is required in designing and implementing WFM solutions, including forecasting, capacity modeling, scheduling, and reporting.EducationMBA/PGDM from a Tier 1 or Tier 2 institution

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GN - SONG - Service - Workforce Intelligence - Analyst