Job Description

  • Communicate proactively with team members regarding vendor and line of business status or Accenture Delivery Centre operations, making suggestions for corrections to any issues
    Develop and maintain methods and procedures
    Respond to client requests in an accurate and timely manner
    Manage client Accenture outage and bridge calls with client and Accenture Delivery Operations Leads
    Prepare departmental reports for daily, weekly, monthly and yearly periods Identify business process excellence improvement opportunities, contributing to design and execution
    Enforce real time adherence in all Work Types and Markets within the scope of Operation Monitor the volumes at interval level, as well as the proper use of activity codes, overall onsite offsite shrinkage, variations in AHT, and any other real time events that contribute or impact negatively in the execution of planned productivity hours to meet SLAs
    Constant interaction with client, reporting site performance including but not limited to staffing compliance, skilling status, and outages.
    Appropriate distribution of programmed shrinkage activity codes to help ensure the accuracy of projections related to productive staffing commitment
    Develop and maintain a scheduling matrix for the site adequately updating information related to labour laws, shift types, and other considerations required to appropriately perform scheduling tasks
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  • Job Qualifications
    Experience in WFM and scheduling positions
    Experience in operating and directly handling a scope of more than 100 FTEs
    Creative and problem solving oriented Know how in managing real time adherence in different lines of business in a multi skill environment simultaneously shrinkage, outages, under overstaffing,etc.
    Excellent communication skills
    Proactive and able to take decisions based on real time situations
    Knowledge of WFM tools Aspect, Verint, IEX Preferable Advanced Excel skills LOOKUP, INDEX, IFS, pivot tables, MATCH, table arrays, macros Studies in Engineering, Business Administration, or related fields
    Experience working with internal external stakeholders in multiple geographic regions

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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