Job Description

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




Qualifications

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 

What we offer:

  • Using foreign language and new technology solutions daily, cooperating with various global Clients.
  • Constant support and clear development path from your first day at office – dedicated Buddy, who will help you in adjusting to the new workplace.
  • Focus on your strengths and continuous feedback enable fast professional growth, as well as new skills building by various online and classroom trainings.
  • Inclusion and diversity in practice: truly multicultural environment; we support LGBT, people with disabilities and parents. In our culture of equality, people are truly valued for their differences and free to be who they are.  
  • A flexible approach that allows an appropriate work-life balance where sports activities, outings, volunteering initiatives are part of our regular day-to day life. 
  • Commitment to reducing our environmental impact in terms of carbon, water and waste across Accenture facilities and in the communities in which we work and live by joining different initiatives.
  • Full work comfort – private medical care, life insurance, access to MyBenefit platform, bonuses for referring new employees.
  • Modern, ecological office in city center with convenient connection for all means of transport (incl. chill room, game room, free bicycle parking and coffee-breaks at terrace).

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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