Job Description

Accenture is a leading global professional services company, providing a broad range of services and solutions in strategy, consulting, digital, technology and operations. Combining unmatched experience and specialized skills across more than 40 industries and all business functions – underpinned by the world’s largest delivery network – Accenture works at the intersection of business and technology to help clients improve their performance and create sustainable value for their stakeholders. With approximately 425,000 people serving clients in more than 120 countries, Accenture drives innovation to improve the way the world works and lives. Visit us at www.accenture.com.
 
The Workforce Services Associate Manager is responsible for:
  • Driving corporate initiatives, delivery of metrics and optimal performance of the group through continuous interaction with stakeholders with the intent of achieving contractual objectives and corporate goals.
  • Onboarding new accounts in Location Delivery Assurance vertical. This includes communication with (Workforce Management) WFM Shared Services for the new account onboarding and identifying and deviation from standard operational delivery (SOD).
  • Participating in the action and strategic planning process that establishes annual objectives and goals for an organization
  • Delivering on all contracts SLAs Manages internal and external audit with processes and controls. Responsible for the development of resources under their supervision.
  • Performs Workforce Management support functions for Operations
  • Communication to stakeholders of intra-day performance and challenges i.e. providing direction, guidelines, performance update to hit service level goals, reporting phone, tools or network outages; making suggestions for corrections to any issues
  • Analyze the impact of volume, AHT and shrinkage on the budget 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
Forecasting & Capacity Planning
  • Analyze work volume patterns to determine trends
  • Create volume forecast and handle time forecast for interval, daily and weekly
  • Determine appropriate staffing levels needed to meet goals
  • Assess, simulate and act upon the impact and effect of forecasted volume, planned AHT, planned shrinkage, proposed staffing and other drivers to service level
  • Able to use Workforce Management tools and create excel templates to support deployment of new deals
Scheduling
  • Responsible for managing an interval, daily and weekly staffing plan to ensure that the center is appropriately staffed
  • Administer shift bids across multiple sites and clients/lines of business
  • Develop and adjust employee schedules and rotations to meet the work volume demand on each day
  • Able to use Workforce Management tools and create excel templates to support deployment of new deals


Qualifications

Basic Qualifications
  • Minimum of 4 years of Workforce Services experience in a call center/contact center environment to include experience with one or more Workforce Tools ( e.g. IEX, EWFM, Blue Pumpkin, Genesys) and WFM concepts.
  • Minimum of 3 years’ experience leading teams
Preferred Qualifications
  • Large company experience, e.g. Fortune 500 experience
  • Bachelor’s degree
Professional Skills
  • Ability to work independently, multi-task and meet deadlines
  • Analytical interpretation of data
  • Proficiency in Microsoft Excel
  • Must be able to work with all levels of the organization in capturing, managing and communicating metrics
  • Excellent written and verbal communication skills
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.
 
Accenture is 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.
 
Candidates who are currently employed by a client of Accenture or an affiliated Accenture business may not be eligible for consideration.

Locations

TX - Austin,TX - Dallas,TX - Houston,TX - San Antonio
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