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Workforce Management

Job Location: Manila

Job Number: 1544

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- Job description

• Responsible for managing call center resource planning, reporting and scheduling for the Consumer Support organization. <br/>
• Responsible for working with different business groups to optimize efficiency and customer satisfaction with the call floor and resources <br/>
• Responsible for long/ short term forecasting and reporting by ensuring that the Workforce Analysts utilize their scheduling process and tools. <br/>
• Will participate in strategic business planning as it pertains to forecasting and planning. <br/>
• Partners with the management team to share responsibility for meeting service level and response time objectives across all contact channels. <br/>
• Provide leadership support to Operations and workforce management <br/>
• Manages the real-time queue performance and providing ad-hoc reporting. <br/>
Graduate of any 4 year course with extensive background on workforce planning and scheduling.

Accenture is an equal opportunity 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, gender identity, or any other basis as protected by applicable law.

If you would like to be considered for employment opportunities with Accenture, and need special assistance due to a disability or accommodation for a disability, please call us at 0917.545.9341 or send us an email at careersPH@accenture.com

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