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Workforce Services Specialist
Bengaluru
Job No. aioc-s01563481
Full-time
Job Description
Skill required: Workforce Dialer - Workforce Management (WFM)
Designation: Workforce Services Specialist
Qualifications:Any Graduation
Years of Experience:7 to 11 years
About Accenture
Accenture is a global professional services company with leading capabilities in digital, cloud and security.Combining unmatched experience and specialized skills across more than 40 industries, we offer Strategy and Consulting, Technology and Operations services, and Accenture Song— all powered by the world’s largest network of Advanced Technology and Intelligent Operations centers. Our 699,000 people deliver on the promise of technology and human ingenuity every day, serving clients in more than 120 countries. We embrace the power of change to create value and shared success for our clients, people, shareholders, partners and communities.Visit us at www.accenture.com
What would you do? You will be aligned with our Customer Support vertical and help us in managing/ resolving customers query, handling escalations and complaints of the dissatisfied customers & giving best resolutions. You will also be responsible for closing the fault and complaints within SLA s.Responsible for driving proper managing of volume and staffing to ensure optimal performance through continuous interaction with stakeholders with the intent of achieving target metrics and contractual objectives. strategic alignment of people and resources to business objectives in ways that optimize and automate scheduling and performance management based on agent availability, forecast call volume, and revenue targets.Responsible for driving proper managing of volume and staffing to ensure optimal performance through continuous interaction with stakeholders with the intent of achieving target metrics and contractual objectives. The Workforce Management team focuses on maximizing performance levels and competency for an organization. This includes activities needed to maintain a productive workforce, such as field service management, human resource management, performance and training management, data collection, recruiting, budgeting, forecasting, scheduling, and analytics. This team owns the client relationship and partner on Capacity Planning/Schedule Adherence, help gather insights and provide feedback on the gaps/opportunities in performance capacity. The team helps identify, evaluate and drive continuous improvement in Service Delivery Performance. This team is also responsible for innovation in the workforce management space – providing insights to Accenture and Client leadership on improving efficiencies. They also ensure adherence to revenue and cost targets, own efficiency improvement goals. This team also partners wit regional leads and ensure we are compliant on all internal and client audits.
What are we looking for? Strong technical documentation , arithmetic , analytical, problem solving and presentation skills. Proven experience consulting with all levels of management, peers, and teams. Proven leadership skills in coaching, mentoring and training WFM teams. Effectively manage relationships with senior management, clients and own teams, to the highest level of integrity and professionalism. This position would be responsible for the performance management of all employees reporting directly / indirectly under him / her. Develop programs/modules/projects or other initiatives for WFM Team’s development and efficiency Serve as a resource for training and reporting of Call Center-WFM efficiencies, account/team/individuals statistical analysis and process improvement. Participate in customer presentations, client calls, and quarterly business reviews to represent the workforce management department. Proficient in Verint Tool
Roles and Responsibilities: Responsible for coordinating and guiding Intraday Teams to ensure focus on Profitability, Resource Planning, day-to-day schedule adjustments, real-time management This position needs to be aware of the financial situation of the account being handled and needs to drive profitability by resource optimization and cost reduction in collaboration with Operations and other departments. This position needs to drive high client satisfaction by managing service levels situations and providing staffing, scheduling and Real-Time Adherence solutions. This position increases employee satisfaction through accurate, adherence and compliance tracking and enhances company profitability through utilization optimization and intra-day analysis. Manages internal and external audit with processes and controls. Responsible for the development of resources under his/her span
Designation: Workforce Services Specialist
Qualifications:Any Graduation
Years of Experience:7 to 11 years
About Accenture
Accenture is a global professional services company with leading capabilities in digital, cloud and security.Combining unmatched experience and specialized skills across more than 40 industries, we offer Strategy and Consulting, Technology and Operations services, and Accenture Song— all powered by the world’s largest network of Advanced Technology and Intelligent Operations centers. Our 699,000 people deliver on the promise of technology and human ingenuity every day, serving clients in more than 120 countries. We embrace the power of change to create value and shared success for our clients, people, shareholders, partners and communities.Visit us at www.accenture.com
What would you do? You will be aligned with our Customer Support vertical and help us in managing/ resolving customers query, handling escalations and complaints of the dissatisfied customers & giving best resolutions. You will also be responsible for closing the fault and complaints within SLA s.Responsible for driving proper managing of volume and staffing to ensure optimal performance through continuous interaction with stakeholders with the intent of achieving target metrics and contractual objectives. strategic alignment of people and resources to business objectives in ways that optimize and automate scheduling and performance management based on agent availability, forecast call volume, and revenue targets.Responsible for driving proper managing of volume and staffing to ensure optimal performance through continuous interaction with stakeholders with the intent of achieving target metrics and contractual objectives. The Workforce Management team focuses on maximizing performance levels and competency for an organization. This includes activities needed to maintain a productive workforce, such as field service management, human resource management, performance and training management, data collection, recruiting, budgeting, forecasting, scheduling, and analytics. This team owns the client relationship and partner on Capacity Planning/Schedule Adherence, help gather insights and provide feedback on the gaps/opportunities in performance capacity. The team helps identify, evaluate and drive continuous improvement in Service Delivery Performance. This team is also responsible for innovation in the workforce management space – providing insights to Accenture and Client leadership on improving efficiencies. They also ensure adherence to revenue and cost targets, own efficiency improvement goals. This team also partners wit regional leads and ensure we are compliant on all internal and client audits.
What are we looking for? Strong technical documentation , arithmetic , analytical, problem solving and presentation skills. Proven experience consulting with all levels of management, peers, and teams. Proven leadership skills in coaching, mentoring and training WFM teams. Effectively manage relationships with senior management, clients and own teams, to the highest level of integrity and professionalism. This position would be responsible for the performance management of all employees reporting directly / indirectly under him / her. Develop programs/modules/projects or other initiatives for WFM Team’s development and efficiency Serve as a resource for training and reporting of Call Center-WFM efficiencies, account/team/individuals statistical analysis and process improvement. Participate in customer presentations, client calls, and quarterly business reviews to represent the workforce management department. Proficient in Verint Tool
Roles and Responsibilities: Responsible for coordinating and guiding Intraday Teams to ensure focus on Profitability, Resource Planning, day-to-day schedule adjustments, real-time management This position needs to be aware of the financial situation of the account being handled and needs to drive profitability by resource optimization and cost reduction in collaboration with Operations and other departments. This position needs to drive high client satisfaction by managing service levels situations and providing staffing, scheduling and Real-Time Adherence solutions. This position increases employee satisfaction through accurate, adherence and compliance tracking and enhances company profitability through utilization optimization and intra-day analysis. Manages internal and external audit with processes and controls. Responsible for the development of resources under his/her span
Qualifications
Any Graduation
Please be informed that at any given point in time, you can only have one "Active" application.
Please be informed that at any given point in time, you can only have one "Active" application.