Job Description

•Review, validate and ensure timely delivery and accuracy of reports as well as from other WFM disciplines (Forecasting, Capacity Planning, Scheduling and Reporting)

•Responsible for developing and ensuring integrity and consistency of set WFM processes and procedures applicable to the accounts being handled

•Responsible for ensuring Service Delivery to the client, balancing staffing requirements with operational efficiencies and financial goals

•Ability to extract, manipulate and present data from WFM application and manual platform

•Ability to maximize benefits from WFM application by utilizing the full functionality

•Manage internal and external audit with processes and controls in place

•Conduct monthly coaching and performance feedback to their direct reports


•Graduate of any Bachelor's degree •Must have at least 3 years Workforce Management experience •Must have at least 1 year experience as Team Lead •Experience in forecasting, planning and scheduling calls/ contacts or work volumes is a plus •Basic knowledge on Infrastructure Services •Excellent English communication and analytical skills •Proficient in MS Office applications

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.

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

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

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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