Workforce Services Associate Manager
Accenture
5 - 10 years
Bengaluru
Posted: 25/01/2025
Job Description
Designation: Workforce Services Associate Manager
Qualifications:Any Graduation
Years of Experience:10 to 14 years
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.com
What would you do? The Workforce Associate Manager is responsible for driving corporate initiatives, delivery of metrics and optimal performance of the group through continuous interaction with stakeholders with the intent of achieving contractual objectives and corporate goals. 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? Strong sense of personal stake and urgency in day to day management. Ability to forge positive, objective relationships with Operations and Support teams. Adapt, thrive and multitask in a demanding workplace while managing pressure, deadlines and conflicting and shifting priorities. Appetite for challenges; driving projects, improvement opportunities, maturity models etc. Proficiency in basic arithmetic and statistical concepts and strong logical ability desired. Must demonstrate perceptive, thorough and decisive approach to problem solving. Provide Operations Director/Managers with input on possible resolutions and recommendations. Provide solutions to escalated issues and updates on account SLA concerns. Provide Operations Director/Managers with input on possible resolutions. Provide solutions to escalated issues and updates. 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 efficiency Serve as a resource for training and reporting of Call Center-WFM efficiencies, account/team/individuals statistical analysis and process improvement. Good Knowledge in Verint WFM tool Good Knowledge in Quality practices and framework The Workforce Services Associate Manager should possess excellent communication and negotiation skills in coordinating with different functional heads / teams. This would include the Operations head / team, Finance team, HR team and other functions for all transactional and strategic requirements.
Roles and Responsibilities: The Workforce Associate Manager is responsible for driving corporate initiatives, delivery of metrics and optimal performance of the group through continuous interaction with stakeholders with the intent of achieving contractual objectives and corporate goals. On boarding of new accounts in Location/Delivery Assurance vertical. This includes communication with WFM Shared Services for the new account onboarding and identifying and deviation from standard practices Participates in the action and strategic planning process that establishes annual objectives and goals for an organization Responsible for delivery on all contracts / SLAs Manages internal and external audit with processes and controls. Responsible for the development of resources under his/her span Please note that this role may require you to work in rotational shifts Participate in customer presentations, client calls, and quarterly business reviews to represent the workforce management department.Any Graduation
About Accenture
Accenture is a leading global professional services company that helps the world’s leading organizations build their digital core, optimize their operations, accelerate revenue growth and enhance services—creating tangible value at speed and scale. We are a talent- and innovation-led company with 774,000 people serving clients in more than 120 countries. Technology is at the core of change today, and we are one of the world’s leaders in helping drive that change, with strong ecosystem relationships. We combine our strength in technology and leadership in cloud, data and AI with unmatched industry experience, functional expertise and global delivery capability. Our broad range of services, solutions and assets across Strategy & Consulting, Technology, Operations, Industry X and Song, together with our culture of shared success and commitment to creating 360° value, enable us to help our clients reinvent and build trusted, lasting relationships. We measure our success by the 360° value we create for our clients, each other, our shareholders, partners and communities.Visit us at www.accenture.com
Equal Employment Opportunity Statement
All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by federal, state, or local law.
Job candidates will not be obligated to disclose sealed or expunged records of conviction or arrest as part of the hiring process.
Accenture is committed to providing veteran employment opportunities to our service men and women.
About Company
Accenture is a global professional services company specializing in consulting, technology, and outsourcing services. Headquartered in Dublin, Ireland, Accenture provides a wide range of services in strategy, digital, technology, operations, and consulting. It helps organizations improve their performance and create sustainable value by leveraging technology and industry expertise. Accenture works across various sectors, including financial services, healthcare, telecommunications, energy, and more. Known for its deep focus on innovation, Accenture partners with leading technology companies to drive digital transformation and help clients navigate complex challenges in an increasingly digital world.
Services you might be interested in
One-Shot Campaign
Reach out to ideal employees in one shot!
The intelligent campaign for reaching out to the ideal audience to whom you can ask for help (guidance or referral).