Workforce Management Analyst | Capacity Planning
Accenture Philippines
- Mandaluyong, PhilippinesRobinsons Cybergate Towers 1, 2 and 3, EDSA cor. Pioneer Street, Mandaluyong City, Manila, 1554 Metro Manila, Mandaluyong, Metro Manila, PhilippinesMandaluyongMetro ManilaPhilippinesPhilippines
- Full timeFULL_TIME
Expired 3 years ago
2021-09-11T16:00:00+00:00Job closed.
Job Description
- Keep current on client and Accenture business changes to ensure program and work area compliance
- Serve as a Workforce Subject Matter Expert, train and mentor new and less experienced team members
- Communicate proactively with team members regarding vendor and line of business status or Accenture Delivery Centre operations, making suggestions for corrections to any issues
- Develop and maintain methods and procedures
- Respond to client requests in an accurate and timely manner
- Manage client/Accenture outage and bridge calls with client/Accenture Delivery Operations Leads and vendor/Accenture technology teams
- Maintain a detailed record of activities, actions and impacts
- Prepare departmental reports for daily, weekly, monthly and yearly periods
- Identify business process excellence improvement opportunities, contributing to design and execution
- Analyze current and historical call/contact/work volumes and patterns, handle time, productivity trends/patterns and all future call/contact/work requirements to develop budget and call/contact volume/work forecasts
- Analyze current and future call/work handling resources, attrition trends, learning curve, shrinkage, productivity factors, desk availability and shift requirements, to develop staffing plan.
- Plan includes optimum skill set mix, replacement and recruiting timing, training and cross training details
Minimum Qualifications
- Bachelor's degree holder
- Must have at least 3 years work experience in Workforce Management
- Must have an experience in Workforce Planning
- Ability to create and analyze quality reports
- Intermediate knowledge in performing RCAs
- Proficiency in Microsoft Excel
- Demonstrates advance knowledge in real time management and exhibits strong decision making skills in executing real time action plans
- Must be willing to go back on-site once recalled
Jobs Summary
- Job Level
- Associate / Supervisor
- Job Category
- Customer Service
- Educational Requirement
- Bachelor's degree graduate
- Recruiter response to application
- Always
- Office Address
- Robinsons Cybergate Towers 1, 2 and 3, EDSA cor. Pioneer Street, Mandaluyong City, Manila, 1554 Metro Manila
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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.