De030783 - workforce Services Specialist

Workforce Services Specialist

Work Setup: Return to Office

Responsibilities:

• Mechanize the collection of all historical data for trending – call volume, AHT, Service Level and shrinkage factors. Trending needs to be provided down to the interval level.
• Standardize the methods to be used for trending call volume, AHT, service level and Shrinkage
• Analyze call center trends to generate staffing requirements for the Long Range, Hiring and Training and Short Range forecasts and consistent delivery of accurate staffing forecasts.
• Serve as forecasting Subject Matter Expert
• Effectively work with stakeholders in communicating forecast and agent capacity requirements and ensure vendor/operations deliver to monthly forecast obligations
• Participate in internal and client project initiatives related to forecasting practice

Others:

• Project Shift Schedule: Rotation Shift
• Project Rest Day: Rotation Off
• Project/Team Location: Mandaluyong, Robinsons Cybergate Tower 2

Skills and Qualifications:

• At least 5 years relevant work experience; 3 years supervisory
• Should have end to end WFM experience including all WFM functions (RTA, Scheduling, Forecasting, and Capacity Planning)

About Accenture:

Accenture is a leading global professional services company that helps the world's leading businesses, governments and other organizations build their digital core, optimize their operations, accelerate revenue growth and enhance citizen services—creating tangible value at speed and scale. We are a talent- and innovation-led company with approximately 791,000 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.

Equal Employment Opportunity Statement:

We believe that no one should be discriminated against because of their differences. All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, military veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by applicable law. Our rich diversity makes us more innovative, more competitive, and more creative, which helps us better serve our clients and our communities.