Workforce Services Associate Manager

Skill required: Workforce Dialer - Workforce Management (WFM)

Designation: Workforce Services Associate Manager

Qualifications: Any Graduation

Years of Experience: 10 to 14 years

About Accenture

Accenture is a global professional services company with leading capabilities in digital, cloud and security.Combining unmatched experience and specialized skills across more than 40 industries, we offer Strategy and Consulting, Technology and Operations services, and Accenture Song- all powered by the world’s largest network of Advanced Technology and Intelligent Operations centers. Our 784,000 people deliver on the promise of technology and human ingenuity every day, serving clients in more than 120 countries. We embrace the power of change to create value and shared success for our clients, people, shareholders, partners and communities.Visit us at www.accenture.com

What would you do?

• You will be aligned with our Customer Support vertical and help us in managing resolving customers query, handling escalations and complaints of the dissatisfied customers & giving best resolutions.

• You will also be responsible for closing the fault and complaints within SLA s.
• strategic alignment of people and resources to business objectives in ways that optimize and automate scheduling and performance management based on agent availability forecast call volume and revenue targets
• An institutional process that maximizes performance levels and competency for an organization.
• The process includes all the activities needed to maintain a productive workforce, such as field service management, human resource management, performance and training management, data collection, recruiting, budgeting, forecasting, scheduling and analytics.

What are we looking for?

• Workforce Management (WFM) - P3

• Workforce Analytics
• Workforce Management (WFM)
• Microsoft Excel
• Microsoft PowerPoint
• Adaptable and flexible
• Agility for quick learning
• Written and verbal communication
• Collaboration and interpersonal skills
• Ability to work well in a team

Roles and Responsibilities:

• In this role you are required to do analysis and solving of moderately complex problems.

• Typically creates new solutions, leveraging and, where needed, adapting existing methods and procedures.
• The person requires understanding of the strategic direction set by senior management as it relates to team goals.
• Primary upward interaction is with direct supervisor or team leads.
• Generally interacts with peers and or management levels at a client and or within Accenture.
• The person should require minimal guidance when determining methods and procedures on new assignments.
• Decisions often impact the team in which they reside and occasionally impact other teams.
• Individual would manage medium-small sized teams and or work efforts (if in an individual contributor role) at a client or within Accenture.
• Please note that this role may require you to work in rotational shifts
• In this role you are required to do analysis and solving of moderately complex problems
• May create new solutions, leveraging and, where needed, adapting existing methods and procedures
• The person would require understanding of the strategic direction set by senior management as it relates to team goals
• Primary upward interaction is with direct supervisor
• May interact with peers and or management levels at a client
• Guidance would be provided when determining methods and procedures on new assignments
• Decisions made by you will often impact the team in which they reside
• Individual would manage small teams and or work efforts (if in an individual contributor role) at a client

• Please note that this role may require you to work in rotational shiftsAny Graduation

About Accenture

Accenture is a leading global professional services company that helps the world’s leading businesses, governments and other organizations build their digital core, optimize their operations, accelerate revenue growth and enhance citizen services-creating tangible value at speed and scale. We are a talent- and innovation-led company with approximately 791,000 people serving clients in more than 120 countries. Technology is at the core of change today, and we are one of the world’s leaders in helping drive that change, with strong ecosystem relationships. We combine our strength in technology and leadership in cloud, data and AI with unmatched industry experience, functional expertise and global delivery capability. Our broad range of services, solutions and assets across Strategy & Consulting, Technology, Operations, Industry X and Song, together with our culture of shared success and commitment to creating 360° value, enable us to help our clients reinvent and build trusted, lasting relationships. We measure our success by the 360° value we create for our clients, each other, our shareholders, partners and communities.

Visit us atwww.accenture.com

Equal Employment Opportunity Statement

We believe that no one should be discriminated against because of their differences. All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, militaryveteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by applicablelaw. Our rich diversity makes us more innovative, more competitive, and more creative, which helps us better serve our clients and our communities.