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Workforce Management Lead

Job Location: TX - Austin

Regional Description: Southwest

Job Number: 00601340


- Job description

Join Accenture and help transform leading organizations and communities around the world. The sheer scale of our capabilities and client engagements and the way we collaborate, operate and deliver value provides an unparalleled opportunity to grow and advance. Choose Accenture, and make delivering innovative work part of your extraordinary career.
People in our Client Delivery & Operations career track drive delivery and capability excellence through the design, development and/or delivery of a solution, service, capability or offering. They grow into delivery-focused roles, and can progress within their current role, laterally or upward.
Program Specialist Services professionals provide project-based support services within centers. These professionals support the delivery and execution of our key projects with specialized services.
Job Description
The Workforce Management Lead will forecast and manage capacity of global team based on service level needs. Managing the workforce on real time basis based on prescribed guidelines through using workforce management methodologies. The lead will assist in building a WFM model from the ground up to match the specific needs of the project.
Primary Responsibilities:
  • Lead a small team of Workforce Management Analysts
  • Communicate to stakeholders on performance and challenges i.e. providing direction, guidelines, performance update to hit service level goals and making suggestions for corrections to any issues
  • Analyze the impact of volume, AHT and shrinkage on staffing requirement
  • Manage operational forecast variance to plan
  • Report staffing needs and performance issues impacting service levels on a timely manner, and recommend solutions to close gaps to the Service Delivery Lead
  • Responsible for managing the staffing plan and ensure that the delivery locations are appropriately staffed based on client requirement and internal capacity plan numbers
  • Lead client forecasting and capacity planning process through monthly discussion and graphical analysis of volumes, AHT and volume drivers
  • Establish a professional and collaborative working relationship with the client
  • Experience in Workforce Management tools
  • Need to maintain flexibility regarding requests and actions assigned to meet the needs of the client
  • Working within multidisciplinary teams across both Accenture teams and client teams to execute project deliverables
  • Assist with project financing based on capacity needs
  • Flexibility around working hours and some international travel may be required
  • Communicate and celebrate success and achievements
Basic Qualifications:
  • 2 years of experience in leading a small team
  • 2 years of Workforce Management experience with expertise on forecasting and scheduling
Preferred Qualifications:
  • Bachelor s Degree
  • Experience with WFM software Verint Blue Pumpkin, IEX, eWFM, etc. that includes real time adherence preferred
  • Knowledge of WFM models e.g. Erlang, Correl, Linear regression
Professional Skills:
  • Must be able to work with all levels of the organization in capturing, managing and communicating metrics
  • Excellent written and verbal communication skills
  • Strong interpersonal skills and analytical problem solver
  • Proficiency in Microsoft Excel and SQL
  • Well developed analytical skills and the ability to provide clarity to complex issues, and synthesize large amounts of information.
  • An ability to identify the root causes of issues by analyzing patterns and trends.
  • Ability to establish and maintain key relationships across both Accenture and the Client’s organization
  • Self-motivating, adaptable and able to inspire and motivate others.
  • Prior experience working in an environment of frequent change
  • Accurate and efficient with very good organizational skills and ability to manage and prioritize tasks simultaneously in high pressure environment
  • Ability to solve urgent matters and work under pressure
  • Working Environment Service Delivery and Target Driven environment
  • Willing to work across different shift hours including weekend hours
All of our professionals receive comprehensive training covering business acumen, technical and professional skills development. You'll also have opportunities to hone your functional skills and expertise in an area of specialization. We offer a variety of formal and informal training programs at every level to help you acquire and build specialized skills faster. Learning takes place both on the job and through formal training conducted online, in the classroom, or in collaboration with teammates. The sheer variety of work we do, and the experience it offers, provide an unbeatable platform from which to build a career.
Applicants for employment in the US must have work authorization that does not now or in the future require sponsorship of a visa for employment authorization in the United States and with Accenture (i.e., H1-B visa, F-1 visa (OPT), TN visa or any other non-immigrant status).

Candidates who are currently employed by a client of Accenture or an affiliated Accenture business may not be eligible for consideration.

Accenture is a Federal Contractor and an EEO and Affirmative Action Employer of Females/Minorities/Veterans/Individuals with Disabilities.

Equal Employment Opportunity
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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