Accenture Operations provides business process services for specific functions, including finance and accounting; procurement and supply chain; and marketing & sales. We operate business processes with a combination of talent and data, artificial intelligence, analytics and digital technologies, helping clients to improve their productivity, customer experience and performance.
What will you do:
Adoption and communication of global intraday and scheduling guidelines to appropriate stakeholders
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
Provide visibility and reporting capabilities of main Key metrics related to intraday and scheduling functions such as adherence, shrinkage components, projected interval compliance, and bidding completion
Creation and optimization of schedule shells, allocating productive time based on interval level staffing needs, following local specific labour laws
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 labor laws, shift types, and other considerations required to appropriately perform scheduling tasks
Recognize and communicate challenges and areas of improvement during, and after scheduling cycles; providing solutions to meet staffing expectations a interval level
What do we expect from you?
Excellent English skills
Willing to work on shifts – nice to have
3+ years of tenure in WFM intraday and scheduling positions
Proven experience in operating and directly handling a scope of more than 500 FTEs
Proven experience in scheduling distribution/bidding of more than 2000 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.)
Proactive and able to take decisions based on real time situations
Knowledge of WFM tools (Aspect, Verint, IEX) - Aspect 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
Equal Employment Opportunity Statement
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.
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