Workforce Management Specialist

Accenture Philippines

  • Cebu City, Philippines
    Robinsons Cybergate, Cebu City, Cebu, Philippines, Cebu City, Cebu, Philippines
    Cebu City
  • Full time
Posted 6 months ago and deadline of application is on 11 Mar
Recruiter was hiring 4 days ago

Workforce Management Specialist

Accenture Philippines

Job Description

  • Report staffing needs and performance issues impacting service levels on a timely manner and recommend solutions to close gaps
  • Analyze the impact of volume, AHT, planned shrinkage, and other drivers to service level
  • Create volume forecast and handle time forecast for interval, daily and weekly staffing plan to ensure that the center is appropriately staffed
  • Determine appropriate staffing levels needed to meet goals
  • Administer shift bids across sites and clients/line of business
  • Manage and adjust employees schedules and rotations to meet the work volume demand on each day.

Minimum Qualifications

  • Graduate of any Bachelor's degree or Undergraduates with relevant work experience are welcome to apply
  • Must have at least 3 years of experience in RTA, Scheduling, Capacity Planning, and Forecasting (needs to know manual, with a tool and create from scratch)
  • Must have at least 3 years supervisory experience or at least 2 years managerial experience ( 2 or more direct reports)
  • Must be able to work with all levels in the organization in capturing, managing, and communicating metrics
  • Excellent written and verbal communication skills
  • Willing to work holidays, weekends, shifting schedules, and extended working hours

Jobs Summary

Job level
Associate / Supervisor
Job category
Customer Service
Educational requirement
Bachelor's degree graduate
Recruiter response to application
Once in a while 
Office Address
Robinsons Cybergate, Cebu City, Cebu, Philippines
Information Technology / IT
2 openings

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About Accenture Philippines

Accenture is a leading global professional services company, providing a broad range of services and solutions in strategy, consulting, digital, technology and operations. We help organizations maximize their performance and achieve their vision. We develop and implement technology solutions to improve our clients’ productivity and efficiency — and may run parts of their operations on their behalf. Ultimately, we enable our clients to become high-performance businesses and governments. With approximately 442,000 people serving clients in more than 120 countries, Accenture drives innovation to improve the way the world works and lives.
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