91 Verint Jobs - Page 4

What youll be doing... As a Digital Touchpoints Product Owner, you will play a crucial role in a business team that curates, transforms, and ultimately builds platform experiences, with a strong emphasis on the customer onboarding journey, as well as activating devices and services with Verizon. You will frequently collaborate with partner organizations, including GTS, Channel Technology, Business Transformation, and Digital, to create technical requirements for front-end systems. Additionally, you will coordinate with other product owners in a new ways-of-working format to synchronize feature development and production. A thorough understanding of both employee and customer experiences is essential, and this knowledge, along with feedback, will inform everything you do. Your work will prioritize innovation, automation, AI/ML, and proven operational efficiency in execution. Innovative thinking, customer service and RPM domain expertise, Agile program leadership, and the ability to manage multiple stakeholder groups during execution will be critical to your success. Key Job Attributes: Leading and maintaining multiple digital onboarding journeys. Writing detailed user stories, acting in the capacity of a Business Analyst. Possessing the capability to understand and articulate detailed scenarios of any business interaction taking place. Demonstrating core skills in writing and mapping stories, as well as partnering with tech teams to explain concepts. Understanding promotional activities for upselling and cross-selling and detail them in relevant documentation journeys. Managing and driving multiple agile programs for Sales platforms/tools simultaneously across all phases of development/execution. Aware of the Agile process, capable of running core grooming calls. Creating and Implementing project plans, risk assessment, business case development, and ROI analyses Evaluating and analyzing employee system interactions to curate and develop system and process improvements Communicating recommendations and project status updates to leadership and executives by documentation and/or formal presentation Facilitating and participate in cross-functional project team activities including planning, analysis, controls, and issue escalation/resolution Working with stakeholders to support successful operational execution of programs Being a subject matter expert for Sales and Service platform experiences in Value steams for various Value brands. Having a detailed understanding service applications/touchpoints Understanding employee experiences on supported platforms Excel in the VZ Agile framework at all levels from Product Owner down to a core value team contributor. Delivering innovative insights on current and future projects, systems, tools, and processes What were looking for... Youll need to have: Bachelors degree or four or more years of work experience. Four or more years of relevant work experience. Strong Work experience in writing stories as Business analyst or Technical Product owner. Seven or more years of relevant work experience Two or more years of VZ Mobile Sales/Customer Service and/or Technical Support experience Two or more years of Project Management experience; defining work, strategic planning, project plan execution and measurement/controls; experience with national scale projects Willingness to travel (less than 25%) Even better if you have one or more of the following: Working experience with mobile desktop applications including ACSS, OMNI/Flex, CTI, InfoManager, Slack, My Verizon, Glassbox, Verint etc. Agile project management experience including utilizing Jira, Clarity, and Confluence. In-depth knowledge of MS Office and G-Suite applications Ability to communicate effectively with all levels in the organization; i.e. live presentations, virtual presentations, written communication etc Excellent critical skills such as planning, prioritization, resource allocation, communication, collaboration, coordination of people and resources Demonstrated negotiation skills and ability to influence all levels of the organization to create positive movement/action while maintaining effective relationships Proven to be highly self-motivated and ability to operate independently in a varied management environment Proven ability to identify and document requirements and processes

We are hiring for Workforce Management Specialist (3-8 Years) Job Location- Chennai. Role: WFM Real-Time Analyst - SME Qualification- Graduate & Postgraduate. Notice Period- Immediate Joiner only. Shift- Rotational night shifts, 2 Rotational weekly offs cabs given. Salary- 7LPA max Job Description: The RTA SME is responsible for planning, forecasting, scheduling and real time resource management of the account. Role & Responsibilities: Daily real-time monitoring of service levels for all queues at all sites. Oversee agent performance from all teams at all sites. Drive real-time adherence to expected capacity against actual performance to achieve service levels and efficiency metric goals. Communicate changes to incoming contact patterns to operations and the broader WFM team. Update and send reports related to the performance overall, per queue and of each site. Review and process OT/VTO requests in real-time. Work closely on short-term and long-term workload forecasting, scheduling activities Qualifications & Work Experience: 2+ years of experience in Workforce Management, including scheduling and forecasting experience with a software package such as Avaya CMS, Genesys, Verint, IEX, Aspect eWFM, etc. Experience in a large (100 agents minimum), multi-site call center operation with outsourced sites, and multiple lines-of-business Analytical experience with data, systems, and operations Excellent analytical, organizational, problem solving, verbal and written communication skills Significant creativity is required Ability to work independently, within a team environment and with multiple priorities Proficient in current industry standard PC applications and systems (e.g. Excel, PowerPoint and Word) Must be a quick learner Interested applicants please connect to below provided contact details. Share CV: Amzad@inspirationmanpower.co.in Call to: Amzad Ali @ 9900024952

Project Role : Software Development Engineer Project Role Description : Analyze, design, code and test multiple components of application code across one or more clients. Perform maintenance, enhancements and/or development work. Must have skills : Oracle Mobile Workforce Management (MWM) Good to have skills : NA Minimum 3 year(s) of experience is required Educational Qualification : 15 years continuous education Summary :As a Software Development Engineer, you will be responsible for analyzing, designing, coding, and testing multiple components of application code using Oracle Mobile Workforce Management (MWM) across one or more clients. Your typical day will involve performing maintenance, enhancements, and/or development work in Chennai. Roles & Responsibilities:To handle issues with experience and technical knowledge in the above modules, ability to quickly analyze issues reported in WFM, NPM and ENGAGE products expertise within Nice and ability to analyze and synthesize feedback from customers and prospects Subject matter expert for the WFM,NPM, Engage or anyone Professional & Technical Skills:1 NICE PRODUCT SKILL - WFM 2 NICE PRODUCT SKILL - NPM 3 NICE PRODUCT SKILL ENGAGE NICE Certification is added advantage and will be preferred Additional Information: The candidate should have a minimum of 3 years of experience in Oracle Mobile Workforce Management (MWM). The ideal candidate will possess a strong educational background in computer science or a related field, along with a proven track record of delivering impactful solutions. This position is based at our Chennai office. Qualifications 15 years continuous education

The Strategy & Consulting Global Network SONG Practice | Genesys Join our team of SONG consultants who solve customer facing challenges at clients spanning sales, service, and marketing to accelerate business change. Practice:SONG I Areas of Work:Genesys- Solution Consulting and Pre-Sales | Level:Analyst/ Consultant | Location:Gurgaon, Mumbai, Bangalore, Chennai, Pune, Hyderabad | Years of Exp:2-6 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's Customer, Sales & Service practice. The Strategy & Consulting Global Network Song 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 work on transformation services driven by key offerings like Living Marketing, 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, 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 these, you will Use in depth understanding of Genesys Engage/Pure Cloud:Ability to work in high-paced and complex projects Apply understanding of industry specific Customer Service processes: Possess a strong and well-established record of accomplishment in designing and delivering customer interaction solutions across various interaction channels (IVR, web, email, chat, SMS, Social Media etc.) Deploy thorough understanding of Genesys Framework:Leading-edge expertise in implementing multichannel center applications using Genesys tools including Composer, Designer, GAX etc. Bring your best skills forward to excel at the role: Ability to use technical exposure to contact center and overall customer service areas:In depth understanding of Genesys Engage/Pure Cloud. Easily work in high-paced and complex projects:Use understanding of industry specific Customer Service processes, operations, and functional needs Deploy a strong designing skill:Deliver customer interaction solutions across various interaction channels (IVR, web, email, chat, SMS, social media etc...) Maximize application design and development experience:Implement the orchestration platform of Genesys preferably in Fortune 500 companies with sophisticated customer interaction operations, leading Self Service vendor organizations, or leading consulting firms Qualifications Your experience counts! Engineering Degree or MBA from a tier 1 institute Minimum 2 to 6 years of design and application experience implementing multichannel self-service/IVR and Omni-Channel Orchestration Routing on Genesys Engage/Pure Cloud suite. Functional and hands on experience on Voice and Non-Voice (SMS, Email, Chat etc.) applications solutioning using Interaction Designer/Interaction Attendant, Genesys Composer, designing and implementing key business processes in the domain of Customer Services, Genesys Engage/Pure Cloud administration & application development using Designer tools. 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. Personalized 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. Engage in boundaryless collaboration across the entire organization.

Project Role : Customer Contact Communications Represen Project Role Description : Identify and conduct communications activities to improve agent effectiveness and increase customer satisfaction. Create focused communications to reinforce existing processes or introduce new ones. Help manage the tools used for agent communications. Must have skills : Contact Center Technology Capabilities Good to have skills : NA Minimum 3 year(s) of experience is required Educational Qualification : 15 years full time education Summary :As a Customer Contact Communications Representative, you will be responsible for identifying and conducting communications activities to improve agent effectiveness and increase customer satisfaction. Your typical day will involve creating focused communications to reinforce existing processes or introduce new ones, as well as helping manage the tools used for agent communications. You will play a crucial role in ensuring effective communication within the contact center. Roles & Responsibilities: Expected to perform independently and become an SME. Required active participation/contribution in team discussions. Contribute in providing solutions to work related problems. Develop and implement communication strategies to improve agent effectiveness. Create and distribute communications materials to agents, reinforcing existing processes or introducing new ones. Assist in managing the tools and platforms used for agent communications. Collaborate with cross-functional teams to gather information and insights for communication initiatives. Monitor and analyze the effectiveness of communication efforts and make recommendations for improvement. Professional & Technical Skills: Must To Have Skills:Proficiency in Contact Center Technology Capabilities. Strong understanding of contact center operations and best practices. Experience in developing and implementing communication strategies. Excellent written and verbal communication skills. Ability to work collaboratively in a team environment. Good To Have Skills:Experience with customer relationship management (CRM) systems. Additional Information: The candidate should have a minimum of 3 years of experience in Contact Center Technology Capabilities. This position is based at our Bengaluru office. A 15 years full time education is required. Roles & Responsibilities:- Provide ongoing technical support and maintenance of production and development systems and software products for Contact Center Technology Operations. Troubleshoot and resolve hardware/software issues across all server and network areas. Implement technology at the operating system-level for particular software solutions/vendors/brands. Provide basic and intermediate level troubleshooting for configured services running on various platforms. Collaborate with cross-functional teams to ensure timely resolution of issues and effective communication with stakeholders.Professional & Technical Skills:- Must To Have Skills:Strong understanding of Contact Center Technology Operations. Good To Have Skills:Knowledge of Network Infrastructures and Contact Center Technologies Implementation. Experience in providing technical support and maintenance for production and development systems and software products. Experience in troubleshooting and resolving hardware/software issues across all server and network areas. Experience in implementing technology at the operating system-level for particular software solutions/vendors/brands. Experience in providing basic and intermediate level troubleshooting for configured services running on various platforms. Summary Seeking responsible candidate that can cover a broad range of Unified Communications and Contact Center disciplines. UCC Platform experience (Verint,UCC Voice,Network etc.) Solve diverse issues by analyzing information where considerable interpretation of processes is required. Willingness and desire to participate in Architectural Design reviews and new learnings.Key Responsibilities Look into operations:Implement and support IP-based Contact Center solutions Incident management, Change management, Problem management, Service Requests Installation and Configuration Management/L1, L2 operations Support. Open to learning new technologies, set priorities and adapt appropriately to changing events on projects. Good understanding of below UCCE components-Cisco Ingress, Egress, and VXML Gateways-Cisco Unified Customer Voice Portal-Cisco Unified Contact Center Enterprise-Cisco Virtualized Voice Browser-Cisco Finesse-Cisco Unified Intelligence Center-Verint Recording Server Co-Ordination Support for Verint Host (OS Patching, System Backup and Upgrade). Vendor Co-Ordination (Cisco / Verint) Verint WFM Administrative Tasks Create and execute test plans to meet project requirements for assigned components Provide high quality content deliverables using the appropriate document templates Ensure solution is implemented as designed to the customers satisfaction and approval Open to work in shiftsGood To have Relevant hands on experience in UCCE environment and recording servers along with Contact Centre certification is a plus Understanding of Cisco routing and switching, VMWare, DNS, DHCP, Firewalls, SDWan, NTP is helpful Certifications CCNA / CCNP Qualifications 15 years full time education

Roles and Responsibilities Conduct data analysis using tools like Nice Actimize, Nexidia, Verint, and Text Analytics to identify trends and patterns in customer interactions. Develop reports and dashboards to visualize findings and provide insights on customer behavior. Collaborate with cross-functional teams to implement process improvements based on analysis results. Provide recommendations for product enhancements or new features based on data-driven insights.

Skill required: Workforce Dialer - Workforce Management (WFM) Designation: Workforce Services Associate Qualifications: Any Graduation Years of Experience: 1 to 3 years What would you do? You will be aligned with our Customer Support vertical and help us in managing/ resolving customers query, handling escalations and complaints of the dissatisfied customers & giving best resolutions. You will also be responsible for closing the fault and complaints within SLA s.strategic alignment of people and resources to business objectives in ways that optimize and automate scheduling and performance management based on agent availability, forecast call volume, and revenue targets.The Workforce Management team focuses on maximizing performance levels and competency for an organization. This includes activities needed to maintain a productive workforce, such as field service management, human resource management, performance and training management, data collection, recruiting, budgeting, forecasting, scheduling, and analytics. This team owns the client relationship and partner on Capacity Planning/Schedule Adherence, help gather insights and provide feedback on the gaps/opportunities in performance capacity. The team helps identify, evaluate and drive continuous improvement in Service Delivery Performance. This team is also responsible for innovation in the workforce management space - providing insights to Accenture and Client leadership on improving efficiencies. They also ensure adherence to revenue and cost targets, own efficiency improvement goals. This team also partners wit regional leads and ensure we are compliant on all internal and client audits. What are we looking for? Effectively manage relationships with senior management, clients and own teams, to the highest level of integrity and professionalism. Ability to communicate with all levels of internal management, analysts and stakeholders (Operations and clients) on a+D27 professional level. Ability to conduct a full root cause analysis on operational performance with the ability to turn findings into a robust improvement plan.Manage variability of intraday management in the processes effectively. Proficient in Verint WFM tool Roles and Responsibilities: In this role you are required to solve routine problems, largely through precedent and referral to general guidelines Your expected interactions are within your own team and direct supervisor You will be provided detailed to moderate level of instruction on daily work tasks and detailed instruction on new assignments The decisions that you make would impact your own work You will be an individual contributor as a part of a team, with a predetermined, focused scope of work Please note that this role may require you to work in rotational shifts Qualifications Any Graduation

Skill required: Workforce Dialer - Workforce Management (WFM) Designation: Workforce Services Senior Analyst Qualifications: Any Graduation Years of Experience: 5 to 8 years What would you do? You will be aligned with our Customer Support vertical and help us in managing/ resolving customers query, handling escalations and complaints of the dissatisfied customers & giving best resolutions. You will also be responsible for closing the fault and complaints within SLA s. strategic alignment of people and resources to business objectives in ways that optimize and automate scheduling and performance management based on agent availability, forecast call volume, and revenue targets.The Workforce Management team focuses on maximizing performance levels and competency for an organization. This includes activities needed to maintain a productive workforce, such as field service management, human resource management, performance and training management, data collection, recruiting, budgeting, forecasting, scheduling, and analytics. This team owns the client relationship and partner on Capacity Planning/Schedule Adherence, help gather insights and provide feedback on the gaps/opportunities in performance capacity. The team helps identify, evaluate and drive continuous improvement in Service Delivery Performance. This team is also responsible for innovation in the workforce management space - providing insights to Accenture and Client leadership on improving efficiencies. They also ensure adherence to revenue and cost targets, own efficiency improvement goals. This team also partners wit regional leads and ensure we are compliant on all internal and client audits. What are we looking for? Acts as a liaison between all WFM towers and stakeholders (Operations and clients) Proficient in Verint WFM tool Roles and Responsibilities: Review, validate and ensure timely delivery and accuracy of reports prepared by Intraday Analysts as well as from other WFM disciplines (Forecasting, Capacity Planning, Scheduling and Reporting). Responsible for developing and ensuring integrity and consistency of set WFM processes/procedures applicable to the accounts being handled. Responsible for ensuring Service Delivery to the client, balancing staffing requirements with operational efficiencies and financial goals.Ability to extract, manipulate and present data from WFM application /manual platform. Ability to maximize benefits from WFM application by utilizing the full functionality. Manage internal and external audit with processes and controls in place. Conduct monthly coaching and performance feedback to their direct reportsMust demonstrate sound arithmetic, analytical and problem solving skills.Ability to work with minimal supervision and support Operational requirements and objectives.Ability to adapt to workload and multitask with attention to detail in a dynamic environment.Excellent people and client management skillsEffectively manage relationships with senior management, clients and own teams, to the highest level of integrity and professionalism. Ability to communicate with all levels of internal management, analysts and stakeholders (Operations and clients) on a+D27 professional level. Ability to reprioritize, delegate and set expectations to client and customer satisfaction. Ability to conduct a full root cause analysis on operational performance with the ability to turn findings into a robust improvement plan.Manage variability of intraday management in the processes effectively. Train and coach Intraday Analysts on intraday concepts and to be able to execute intraday techniques that would assist Operations in meeting KPI. Qualifications Any Graduation

Skill required: Workforce Dialer - Workforce Management (WFM) Designation: Workforce Services Senior Analyst Qualifications: Any Graduation Years of Experience: 5 to 8 years What would you do? You will be aligned with our Customer Support vertical and help us in managing/ resolving customers query, handling escalations and complaints of the dissatisfied customers & giving best resolutions. You will also be responsible for closing the fault and complaints within SLA s. strategic alignment of people and resources to business objectives in ways that optimize and automate scheduling and performance management based on agent availability, forecast call volume, and revenue targets.The Workforce Management team focuses on maximizing performance levels and competency for an organization. This includes activities needed to maintain a productive workforce, such as field service management, human resource management, performance and training management, data collection, recruiting, budgeting, forecasting, scheduling, and analytics. This team owns the client relationship and partner on Capacity Planning/Schedule Adherence, help gather insights and provide feedback on the gaps/opportunities in performance capacity. The team helps identify, evaluate and drive continuous improvement in Service Delivery Performance. This team is also responsible for innovation in the workforce management space - providing insights to Accenture and Client leadership on improving efficiencies. They also ensure adherence to revenue and cost targets, own efficiency improvement goals. This team also partners wit regional leads and ensure we are compliant on all internal and client audits. What are we looking for? Acts as a liaison between all WFM towers and stakeholders (Operations and clients) Proficient in Verint WFM tool Roles and Responsibilities: Review, validate and ensure timely delivery and accuracy of reports prepared by Intraday Analysts as well as from other WFM disciplines (Forecasting, Capacity Planning, Scheduling and Reporting). Responsible for developing and ensuring integrity and consistency of set WFM processes/procedures applicable to the accounts being handled. Responsible for ensuring Service Delivery to the client, balancing staffing requirements with operational efficiencies and financial goals.Ability to extract, manipulate and present data from WFM application /manual platform. Ability to maximize benefits from WFM application by utilizing the full functionality. Manage internal and external audit with processes and controls in place. Conduct monthly coaching and performance feedback to their direct reportsMust demonstrate sound arithmetic, analytical and problem solving skills.Ability to work with minimal supervision and support Operational requirements and objectives.Ability to adapt to workload and multitask with attention to detail in a dynamic environment.Excellent people and client management skillsEffectively manage relationships with senior management, clients and own teams, to the highest level of integrity and professionalism. Ability to communicate with all levels of internal management, analysts and stakeholders (Operations and clients) on a+D27 professional level. Ability to reprioritize, delegate and set expectations to client and customer satisfaction. Ability to conduct a full root cause analysis on operational performance with the ability to turn findings into a robust improvement plan.Manage variability of intraday management in the processes effectively. Train and coach Intraday Analysts on intraday concepts and to be able to execute intraday techniques that would assist Operations in meeting KPI. Qualifications Any Graduation

Skill required: Workforce Dialer - Workforce Management (WFM) Designation: Workforce Services Analyst Qualifications: Any Graduation Years of Experience: 3 to 5 years What would you do? You will be aligned with our Customer Support vertical and help us in managing/ resolving customers query, handling escalations and complaints of the dissatisfied customers & giving best resolutions. You will also be responsible for closing the fault and complaints within SLA s.strategic alignment of people and resources to business objectives in ways that optimize and automate scheduling and performance management based on agent availability, forecast call volume, and revenue targets.The Workforce Management team focuses on maximizing performance levels and competency for an organization. This includes activities needed to maintain a productive workforce, such as field service management, human resource management, performance and training management, data collection, recruiting, budgeting, forecasting, scheduling, and analytics. This team owns the client relationship and partner on Capacity Planning/Schedule Adherence, help gather insights and provide feedback on the gaps/opportunities in performance capacity. The team helps identify, evaluate and drive continuous improvement in Service Delivery Performance. This team is also responsible for innovation in the workforce management space - providing insights to Accenture and Client leadership on improving efficiencies. They also ensure adherence to revenue and cost targets, own efficiency improvement goals. This team also partners wit regional leads and ensure we are compliant on all internal and client audits. What are we looking for? Ability to work with minimal supervision and support Operational requirements and objectives.Ability to adapt to workload and multitask with attention to detail in a dynamic environment.Proficient in Verint WFM tool Roles and Responsibilities: Review, validate and ensure timely delivery and accuracy of reports prepared by Intraday Analysts as well as from other WFM disciplines (Forecasting, Capacity Planning, Scheduling and Reporting). Responsible for developing and ensuring integrity and consistency of set WFM processes/procedures applicable to the accounts being handled. Responsible for ensuring Service Delivery to the client, balancing staffing requirements with operational efficiencies and financial goals.Ability to extract, manipulate and present data from WFM application /manual platform. Ability to maximize benefits from WFM application by utilizing the full functionality. Manage internal and external audit with processes and controls in place. Conduct monthly coaching and performance feedback to their direct reports You will be an individual contributor as a part of a team, with a focused scope of work Please note that this role may require you to work in rotational shifts Qualifications Any Graduation

Skill required: Workforce Dialer - Workforce Management (WFM) Designation: Workforce Services Specialist Qualifications: Any Graduation Years of Experience: 7 to 11 years What would you do? You will be aligned with our Customer Support vertical and help us in managing/ resolving customers query, handling escalations and complaints of the dissatisfied customers & giving best resolutions. You will also be responsible for closing the fault and complaints within SLA s.Responsible for driving proper managing of volume and staffing to ensure optimal performance through continuous interaction with stakeholders with the intent of achieving target metrics and contractual objectives.strategic alignment of people and resources to business objectives in ways that optimize and automate scheduling and performance management based on agent availability, forecast call volume, and revenue targets.Responsible for driving proper managing of volume and staffing to ensure optimal performance through continuous interaction with stakeholders with the intent of achieving target metrics and contractual objectives.The Workforce Management team focuses on maximizing performance levels and competency for an organization. This includes activities needed to maintain a productive workforce, such as field service management, human resource management, performance and training management, data collection, recruiting, budgeting, forecasting, scheduling, and analytics. This team owns the client relationship and partner on Capacity Planning/Schedule Adherence, help gather insights and provide feedback on the gaps/opportunities in performance capacity. The team helps identify, evaluate and drive continuous improvement in Service Delivery Performance. This team is also responsible for innovation in the workforce management space - providing insights to Accenture and Client leadership on improving efficiencies. They also ensure adherence to revenue and cost targets, own efficiency improvement goals. This team also partners wit regional leads and ensure we are compliant on all internal and client audits. What are we looking for? Strong technical documentation , arithmetic , analytical, problem solving and presentation skills. Proven experience consulting with all levels of management, peers, and teams.Proven leadership skills in coaching, mentoring and training WFM teams.Effectively manage relationships with senior management, clients and own teams, to the highest level of integrity and professionalism. This position would be responsible for the performance management of all employees reporting directly / indirectly under him / her.Develop programs/modules/projects or other initiatives for WFM Team's development and efficiencyServe as a resource for training and reporting of Call Center-WFM efficiencies, account/team/individuals statistical analysis and process improvement.Participate in customer presentations, client calls, and quarterly business reviews to represent the workforce management department.Proficient in Verint Tool Roles and Responsibilities: Responsible for coordinating and guiding Intraday Teams to ensure focus on Profitability, Resource Planning, day-to-day schedule adjustments, real-time managementThis position needs to be aware of the financial situation of the account being handled and needs to drive profitability by resource optimization and cost reduction in collaboration with Operations and other departments. This position needs to drive high client satisfaction by managing service levels situations and providing staffing, scheduling and Real-Time Adherence solutions.This position increases employee satisfaction through accurate, adherence and compliance tracking and enhances company profitability through utilization optimization and intra-day analysis.Manages internal and external audit with processes and controls. Responsible for the development of resources under his/her span Qualifications Any Graduation

Role & responsibilities Manage the call volume, daily attendance and program break schedules Assist with creation if metrics and targets for services Work closely with the operations team to analyze and help improve their delivery processes Generate ideas for process and service improvement planning Produce daily, biweekly and monthly internal reports Use trends and reports to forecast requirements Assist with projects and other duties as requested or assigned Demonstrate sound work ethic Must have advanced level Microsoft Excel skills Including advanced formulas, also Word and Email VBA macros an asset Experience with IEX, CMS, Avaya, Symposium, Blue Pumpkin an asset Ability to create reports in Excel and forecast results Attention to detail and high level of accuracy Ability to multi-task, focus and complete reports for extended periods of time Previous call center experience required Previous Work Force Management experience is considered an asset Preferred candidate profile Candidate is interested for above location can apply comfortable for domestic process Perks and benefits As per company policy

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 I Areas of Work: Workforce Solution and Process Design and Implementation | Level: Analyst /Consultant | Location: Delhi, Gurgaon, Mumbai, Bangalore, Chennai, Pune, Hyderabad | Years of Exp: 2-8 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 Strategy & Consulting Global Network Song Consulting 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 work on transformation services driven by key offerings like Living Marketing, 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, 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 these, you will drive the following: Delivery of design and delivery in Customer Services domain :Workforce Optimization using various popular platforms available in the marker, designing target operating model for WFM processes based on the client's requirements Deploy popular WFM solutions like Verint, NICE, Calabrio, Aspect: Ability to create forecasting models using based on the client's inputs and add business / campaign input to the forecasting by liaising with the marketing team Create the capacity planning models based on the client's local labor laws :Propose scheduling models based on the client's input and process design for real time queue management, incident management etc Train and mentor the client's in-house team on WFM processes :Exchange best practices across both technical and functional experience on Customer Service Domain Identify and structure key issues into an issue-tree and set of hypotheses and plan and conduct research and analyses that address the most appropriate issues. Understand company's key strategic and operational issues spanning market definition, industry trends, and so on. Develop innovative, fact-based and achievable strategies and operating models after evaluation of multiple strategic options. Bring your best skills forward to excel at the role: Use strong and a well-established record of accomplishments in designing: Deliver speech analytics solutions and/or platforms Deep-dive with experience across the following characteristics: Experience in enabling WFM platforms including creating WFM processes Ability to use WFM software NICE, Verint, Calabrio, Aspect. Experience in implementing WFM platform including infrastructure design, deployment and ongoing operational run. Experience in contact center operations including operational and performance excellence Define WFM solutions: Apply gap analysis, design and implementation. Create business cases effectively: Maximize experience in ROI generation and project management of solution deployment. Read about us. Blogs Qualifications Your experience counts! MBA from a tier 1 institute 2-8 years of experience in working with WFM solutions – generating Forecasting, complex capacity models, scheduling, RTA and reporting . Designing and implementing WFM solutions for any industry 4+ years of project management experience. Consulting experience (Optional) 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. Personalized 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. Engage in boundaryless collaboration across the entire organization. About Accenture: Accenture is a leading global professional services company, providing a broad range of services and solutions in strategy, consulting, digital, technology and operations. Combining unmatched experience and specialized skills across more than 40 industries and all business functions — underpinned by the world’s largest delivery network — Accenture works at the intersection of business and technology to help clients improve their performance and create sustainable value for their stakeholders. With 569,000 people serving clients in more than 120 countries, Accenture drives innovation to improve the way the world works and lives. Visit us at www.accenture.com About Accenture Strategy & Consulting Global Network: Accenture Strategy shapes our clients’ future, combining deep business insight with the understanding of how technology will impact industry and business models. Our focus on issues such as digital disruption, redefining competitiveness, operating and business models as well as the workforce of the future helps our clients find future value and growth in a digital world. Today, digital is changing the way organizations engage with their employees, business partners, customers and communities. This is our unique differentiator. To bring this global perspective to our clients, Accenture Strategy's services include those provided by our Capability Network – a distributed management consulting organization that provides management consulting and strategy expertise across the client lifecycle. Our Capability Network teams complement our in-country teams to deliver cutting-edge expertise and measurable value to clients all around the world.For more information visit https://www.accenture.com/in-en/careers Accenture Global Network Song | Accenture in One Word At the heart of every great change is a great human. If you have ideas, ingenuity and a passion for making a difference, come and be a part of our team.

Job Title - GN - SONG - Service - CX - Speech Analytics Manager Management Level :07 - Manager Location:Delhi, Gurgaon, Mumbai, Bangalore, Chennai, Pune, Hyderabad Must have skills: : Deep-dive into architecting, designing, and implementing speech analytics solutions like Nexidia, Verint, Callminer, Genesys Interaction Analytics etc. Job Summary :As part of the team, you will work on transformation services driven by key offerings like Living Marketing, 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, customer satisfaction and impacting front end business metrics in a positive manner. Roles & Responsibilities: Apply existing experience across speech analytics:Deep-dive into architecting, designing, and implementing speech analytics solutions like Nexidia, Verint, Callminer, Genesys Interaction Analytics etc. Use enabling speech and text analysis solutions:Practically apply creation of business rules, query definitions and query writing. Deploy analytics software packages:Apply experience in using Verint, Nexidia and Call miner and speech and text analytics platforms. Define customer experience solutions and business cases:Work on gap analysis, design and implementation and project management of solution deployment. Professional & Technical Skills: A strong and well-established record of accomplishment in designing and delivering speech analytics solutions and platforms Experience in contact center operations including operational and performance excellence Prepare the power point readouts with analysis to the clients. Additional Information: An opportunity to work on with key G2000 clients Potential to 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 into everything"from how you service your clients to how you operate as a responsible professional. Personalized training modules to develop your to grow your skills, industry knowledge and capabilities Opportunity to thrive in a that is committed to accelerate equality for all. Engage in boundaryless collaboration across the entire organization. Qualifications Experience: 8+ years of experience in working with speech analytics solutions generating business rules, running queries and generating meaningful insights including implementation, designing and implementing customer experience solutions or operational excellence projects (any industry). 4+ years of project management experience and consulting experience Educational Qualification:MBA from a tier 1 institute

About Accenture:Accenture is a global professional services company with leading capabilities in digital, cloud and security. Combining unmatched experience and specialized skills across more than 40 industries,we offer Strategy and Consulting,Technology and Operations Services, and Accenture Song - all powered by the world's largest network of Advanced Technology and Intelligent Operations centers. Our 699,000 people deliver on the promise of technology and human ingenuity every day, serving clients in more than 120 countries. We embrace the power of change to create value and shared success for our clients, people, shareholders, partners and communities. Visit us at www.accenture.comThe Strategy & Consulting Global Network SONG Practice | Genesys Join our team of SONG consultants who solve customer facing challenges at clients spanning sales, service, and marketing to accelerate business change. Practice:SONG I Areas of Work:Genesys- Solution Consulting and Pre-Sales | Level:Analyst/ Consultant | Location:Gurgaon, Mumbai, Bangalore, Chennai, Pune, Hyderabad | Years of Exp:2-6 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 & Consultings Customer, Sales & Service practice. The Strategy & Consulting Global Network Song 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 work on transformation services driven by key offerings like Living Marketing, 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, 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 these, you will Use in depth understanding of Genesys Engage/Pure Cloud:Ability to work in high-paced and complex projects Apply understanding of industry specific Customer Service processes: Possess a strong and well-established record of accomplishment in designing and delivering customer interaction solutions across various interaction channels (IVR, web, email, chat, SMS, Social Media etc.) Deploy thorough understanding of Genesys Framework:Leading-edge expertise in implementing multichannel center applications using Genesys tools including Composer, Designer, GAX etc. Bring your best skills forward to excel at the role: Ability to use technical exposure to contact center and overall customer service areas:In depth understanding of Genesys Engage/Pure Cloud. Easily work in high-paced and complex projects:Use understanding of industry specific Customer Service processes, operations, and functional needs Deploy a strong designing skill:Deliver customer interaction solutions across various interaction channels (IVR, web, email, chat, SMS, social media etc...) Maximize application design and development experience:Implement the orchestration platform of Genesys preferably in Fortune 500 companies with sophisticated customer interaction operations, leading Self Service vendor organizations, or leading consulting firms. Qualifications Your experience counts! Engineering Degree or MBA from a tier 1 institute Minimum 2 to 6 years of design and application experience implementing multichannel self-service/IVR and Omni-Channel Orchestration Routing on Genesys Engage/Pure Cloud suite. Functional and hands on experience on Voice and Non-Voice (SMS, Email, Chat etc.) applications solutioning using Interaction Designer/Interaction Attendant, Genesys Composer, designing and implementing key business processes in the domain of Customer Services, Genesys Engage/Pure Cloud administration & application development using Designer tools. Whats 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 everythingfrom how you service your clients to how you operate as a responsible professional. Personalized 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. Engage in boundaryless collaboration across the entire organization.

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 I Areas of Work: Workforce Solution and Process Design and Implementation | Level: Analyst /Consultant | Location: Delhi, Gurgaon, Mumbai, Bangalore, Chennai, Pune, Hyderabad | Years of Exp: 2-8 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 Strategy & Consulting Global Network Song Consulting 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 work on transformation services driven by key offerings like Living Marketing, 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, 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 these, you will drive the following: Delivery of design and delivery in Customer Services domain :Workforce Optimization using various popular platforms available in the marker, designing target operating model for WFM processes based on the clients requirements Deploy popular WFM solutions like Verint, NICE, Calabrio, Aspect: Ability to create forecasting models using based on the clients inputs and add business / campaign input to the forecasting by liaising with the marketing team Create the capacity planning models based on the clients local labor laws :Propose scheduling models based on the clients input and process design for real time queue management, incident management etc Train and mentor the clients in-house team on WFM processes :Exchange best practices across both technical and functional experience on Customer Service Domain Identify and structure key issues into an issue-tree and set of hypotheses and plan and conduct research and analyses that address the most appropriate issues. Understand companys key strategic and operational issues spanning market definition, industry trends, and so on. Develop innovative, fact-based and achievable strategies and operating models after evaluation of multiple strategic options. Bring your best skills forward to excel at the role: Use strong and a well-established record of accomplishments in designing: Deliver speech analytics solutions and/or platforms Deep-dive with experience across the following characteristics: Experience in enabling WFM platforms including creating WFM processes Ability to use WFM software NICE, Verint, Calabrio, Aspect. Experience in implementing WFM platform including infrastructure design, deployment and ongoing operational run. Experience in contact center operations including operational and performance excellence Define WFM solutions: Apply gap analysis, design and implementation. Create business cases effectively: Maximize experience in ROI generation and project management of solution deployment. Read about us. Blogs Qualifications Your experience counts! MBA from a tier 1 institute 2-8 years of experience in working with WFM solutions – generating Forecasting, complex capacity models, scheduling, RTA and reporting . Designing and implementing WFM solutions for any industry 4+ years of project management experience. Consulting experience (Optional) 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. Personalized 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. Engage in boundaryless collaboration across the entire organization. About Accenture: Accenture is a leading global professional services company, providing a broad range of services and solutions in strategy, consulting, digital, technology and operations. Combining unmatched experience and specialized skills across more than 40 industries and all business functions — underpinned by the world’s largest delivery network — Accenture works at the intersection of business and technology to help clients improve their performance and create sustainable value for their stakeholders. With 569,000 people serving clients in more than 120 countries, Accenture drives innovation to improve the way the world works and lives. Visit us at www.accenture.com About Accenture Strategy & Consulting Global Network: Accenture Strategy shapes our clients’ future, combining deep business insight with the understanding of how technology will impact industry and business models. Our focus on issues such as digital disruption, redefining competitiveness, operating and business models as well as the workforce of the future helps our clients find future value and growth in a digital world. Today, digital is changing the way organizations engage with their employees, business partners, customers and communities. This is our unique differentiator. To bring this global perspective to our clients, Accenture Strategy's services include those provided by our Capability Network – a distributed management consulting organization that provides management consulting and strategy expertise across the client lifecycle. Our Capability Network teams complement our in-country teams to deliver cutting-edge expertise and measurable value to clients all around the world.For more information visit https://www.accenture.com/in-en/careers Accenture Global Network Song | Accenture in One Word At the heart of every great change is a great human. If you have ideas, ingenuity and a passion for making a difference, come and be a part of our team.