Job Description

Lead a global team of Workforce Management Leads and Analysts Communicate to stakeholders on performance and challenges i.e. providing direction, guidelines, performance update to hit service level goals and making suggestions for corrections to any issues Analyse the impact of volume, AHT and shrinkage on staffing requirement Manage operational forecast variance to plan Report staffing needs and performance issues impacting service levels on a timely manner, and recommend solutions to close gaps to the Service Delivery Lead Manage the staffing plan and ensure that the delivery locations are appropriately staffed based on client requirement and internal capacity plan numbers Drive revenue and cost optimization through WFM staffing strategy and governance Lead client forecasting and capacity planning process through monthly discussion and graphical analysis of volumes, AHT and volume drivers Establish a professional and collaborative working relationship with the client Maintain flexibility regarding requests and actions assigned to meet the needs of the client Work within multidisciplinary teams across both Accenture teams and client teams to execute project deliverables Assist with project financing based on capacity needs Flexibility around working hours and some international travel may be required



Qualifications

2 years experience in leading a small team Experience with WFM software Verint Blue Pumpkin, IEX, eWFM, etc. that includes real time adherence preferred Knowledge of WFM models e.g. Erlang, Correl, Linear regression Workforce Management experience with expertise on forecasting and scheduling is required Must be able to work with all levels of the organization in capturing, managing and communicating metrics Understanding of revenue and cost structure, as they relate to staffing strategy Excellent written and verbal communication skills Bachelor s Degree holder or equivalent experience The ability to develop creative and breakthrough solutions. Strong interpersonal skills Proficiency in Microsoft Excel, SQL Well developed analytical skills and the ability to provide clarity to complex issues, solve problems and synthesize large amounts of information. An ability to identify the root causes of issues by analysing patterns and trends.

 

 About Accenture

 

Accenture is a leading global professional services company, providing a broad range of services and solutions in strategy, consulting, digital, technology and operations. Combining unmatched experience and specialised skills across more than 40 industries and all business functions—underpinned by the world’s largest delivery network—Accenture works at the intersection of business and technology to help clients improve their performance and create sustainable value for their stakeholders. Accenture drives innovation to improve the way the world works and lives. Visit us at www.accenture.com.

 

Accenture is an equal opportunities employer and welcomes applications from all sections of society and does not discriminate on grounds of race, religion or belief, ethnic or national origin, disability, age, citizenship, marital, domestic or civil partnership status, sexual orientation, or gender identity, or any other basis as protected by applicable law.

 

Accenture reserves the right to close the role prior to this date should a suitable applicant be found.

All employment decisions shall be made without regard to age, race, creed, colour, 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 applicable by law.

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

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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