Workforce Services Associate Manager

Workforce Services Associate Manager

Accenture is a trusted, innovative, comprehensive, and experienced partner to leading platform companies. The Trust and Safety offering within Accenture Operations helps keep the internet safe and helps platform companies accelerate, scale, and improve their businesses. You will be responsible for the quality assurance of Content Moderation, whose role includes analyzing and reviewing user profiles, audio, videos, and text-based content and/or investigating, escalating and/or resolving issues that are reported by users or flagged by the system. Due to the nature of the role, the individual and you may be exposed to flashing lights or contrasting light and dark patterns. Content moderation is meaningful work that helps keep the internet safe. It may also be challenging, at times. In the context of this role, individuals may be directly or inadvertently exposed to potentially objectionable and sensitive content (e.g., graphic, violent, sexual, or egregious). Therefore, any role supporting content moderation needs strong resilience and coping skills. We care for the health and well-being of our people and provide the support and resources needed to perform their role responsibilities. Active participation in Accenture's well-being support program, designed specifically for the Trust & Safety community, provides valuable skills to promote individual and collective well-being.

What are we looking for?

• Technical:
• Deep expertise in WFM concepts and tools (e.g., NICE, Verint, Aspect).
• Core WFM experience of 8 / 10+ years.
• Advanced proficiency in Excel for data analysis and reporting.
• Experience in building and managing Excel-based scheduling models and performance dashboards.
• Familiarity with BI tools such as Tableau, QuickSight, Power BI.
• Hands-on experience in forecasting, scheduling, real-time adherence (RTA), and capacity planning.
• Non-Technical:
• Effective Communication: Ability to influence and engage stakeholders across levels.
• Stakeholder Management: Build strong relationships with internal and external partners.
• Strategic Thinking: Translate operational challenges into scalable WFM solutions.
• Self-Leadership: Operate independently, prioritize effectively, and adapt to dynamic environments.
• Presentation Skills: Deliver insights in a structured and impactful manner to leadership.
• Interpersonal Skills: Foster collaboration and team synergy.
• Reporting Enhancement: Innovate reporting frameworks to support strategic goals and client engagement.
• Process Documentation: Maintain comprehensive documentation of WFM processes and SOPs.
• Business Acumen: Understand operational nuances and translate them into actionable workforce strategies.
• Ad-Hoc Analysis: Respond to on-demand requests with timely and accurate insights.
• Quality Assurance: Ensure precision in data analysis and reporting outputs.

Roles and Responsibilities:

• Lead complex WFM functions including forecasting, scheduling, real-time monitoring, and capacity planning across multiple accounts or regions.
• Collaborate with Operations, PMO, Reporting, and MIS teams to drive workforce alignment with business goals.
• Act as a Subject Matter Expert (SME) for WFM tools, methodologies, and best practices.
• Utilize AWS cloud-based solutions for advanced forecasting, anomaly detection, and automation of WFM workflows.
• Ensure data integrity and consistency across WFM dashboards and reporting systems.
• Deliver strategic insights and recommendations to senior stakeholders to support data-driven decision-making.
• Drive continuous improvement initiatives in WFM processes and reporting frameworks.

Any Graduation