Job Description

General Responsibilities

  • Responsible for managing agent schedules within the client application
  • Responsible to update schedule training, ad hoc requests and enter exceptions within client application WFP tools
  • Responsible to optimize schedule thru offering off the phone exceptions, break optimization or provide OT requirements after receiving all future exceptions
  • Performs scheduling analysis to help improve scheduling efficiencies
  • Back up support as needed for Intraday Operations Analyst
  • Performs other ad hoc tasks assigned by Scheduling Optimization Managers
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Qualifications

Basic Qualifications:

  • Minimum of 1 year in a Contact Centre environment

  • Proficient in Contact Centre Workforce Scheduling using Workforce Management software

  • Fundamental understanding of workforce management programs and ACD (Automated Call Distribution) system

  • Highly proficient PC skills including Windows, Microsoft Outlook Calendar, Word and Excel applications.

  • Proven analytical and creative problem-solving abilities

  •  Effective at managing multiple projects/tasks of varying complexities and meeting deadlines

  •  Ability to communicate complex ideas to a variety of audiences and work well under pressure

  •  Demonstrated interpersonal and organizational skills

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.

Accenture is committed to providing veteran employment opportunities to our service men and women.

Requesting An Accommodation

Accenture is committed to providing equal employment opportunities for persons with disabilities or religious observances, including reasonable accommodation when needed. If you are hired by Accenture and require accommodation to perform the essential functions of your role, you will be asked to participate in our reasonable accommodation process. Accommodations made to facilitate the recruiting process are not a guarantee of future or continued accommodations once hired.

If you would like to be considered for employment opportunities with Accenture and have accommodation needs such as for a disability or religious observance, please call us toll free at 1 (877) 889-9009 or send us an email.

Other Employment Statements

Job candidates will not be obligated to disclose sealed or expunged records of conviction or arrest as part of the hiring process.

The Company will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. Additionally, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the Company's legal duty to furnish information.

COVID-19 update:  The safety and well-being of our candidates, our people and their families continues to be a top priority. Until travel restrictions change, interviews will continue to be conducted virtually. 

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