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Hiring for Workforce Management(wfm) in Mumbai, for Exp. 3 - 6 yrs at Accenture Solutions Pvt Ltd.,M (Job in Mumbai)

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Job Description:Profile/Role Description Would be responsible for design and delivery in Customer Services domain including Create and articulate business case for WFO solutions and explain the value proposition to the client Understand and articulate challenges and opportunities in a multisite, multi skill, multi geography distributed workforce and define roadmap for routing consolidation and WFM optimization Good understanding of client vendor relationship in WFM context and recommend ways to optimize the vendor network through KPIs, technology and process consolidation Design, implementation and operationalization of Forecasting, Manpower Planning and Scheduling Design and operationalization of performance dashboards and scorecards for big and complex org. As IS assessment, bench marking, gap identification, defining To Be Processes Diagnose the current state of WFM and overall contact center operations and recommend ideal operating model Working knowledge of capabilities of leading platform providers such as NICE, Genesys, Verint, Aspect (Any two) Overall understanding of contact centers, Channels both technology and business side (Genesys, Cisco, Avaya) Extensive Project management, client facing and negotiation skills Support WFO portfolio growth by engaging closely with practice lead Basic Qualifications Bachelors degree + MBA from leading institute (preferred) 3 to 4 years of experience in a contact center of similar industry running operations 2+ years of experience in running WFM/performance management/coaching/ quality monitoring processes in a leading contact center 2+ years of project management experience business consulting experience (preferred) Preferred Skills The ideal candidate will possess a strong and well-established record of accomplishment in Selling, designing and delivering WFO capabilities through strong value proposition Candidates who fit this profile will have experience architecting, designing, and implementing WFO solution, preferably in Fortune 500 companies with sophisticated customer interaction operations, solution offerings from leading WFO vendors or leading consulting firms. The following characteristics are sought: Experience in designing and implementing WFO practices including all aspects of WFO WFM, performance management score card design, coaching process, quality management, and skill planning and eLearning modules Experience in running WFO operations on a day to day basis Experienced in using various WFO packages IEX , eWFM, Verint (Any two packages is required) Experience in contact center operations including operational and performance excellence Ability to define operational performance solutions including gap analysis, design and implementation Creation of business case including ROI generation and project management of solution deployment Candidate should have worked in a Contact center operations with specific focus on WFO activities Professional Skill Requirements Leadership quality Proven ability to work creatively and analytically in a problem-solving environment Must be considered a self-starter Must be capable of working independently as well as leading or contributing to a team-oriented environment Must be capable of setting expectations with clients, supervisors and reporting staff Proven success in contributing to a team-oriented environment Must be able to work across multiple client levels effectively Excellent communication (written and oral) and interpersonal skills Comfortable with fast paced projects and high-pressure settings Ability to enter new environments and produce results through the use of practical skills that are easily transported between different industries. Strong diagnostic skills Ability to work effectively in a remote, virtual, global environment Strong client presentation, articulation and negotiation skills


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Posted on: Tuesday, 07 November, 2017  08:55
Expires On: Sunday, 21 June, 2020  18:30

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