Workforce Management Associate | Accenture Cebu  

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The Workforce Services Associates are responsible for driving delivery and optimizing team performance by working closely with clients and working on achieving their goals. Tasks may also include:

• Real-time adherence and queue management for business operations
• Monitoring and managing site activities to support client/account service level agreements
• Ensuring scheduled team logins/ logout on time, and managing, controlling and reporting non-adherence to schedules.
• Managing required real-time reporting requirement deliverables via service menus and ad-hoc requirements
• Being the point of contact for processing and identifying schedule exceptions (e.g. trainings, coaching) including minimum length, approval, data entry responsibilities, and tracking.

What are we looking for?

• Bachelor’s degree holder
• At least 6 months to 1 year working experience and a working knowledge of using Real Time Management systems (e.g. Avaya, CUIC, Genesys, In Contact)
• Must be familiar with DANER approach in monitoring real time activities.
• Knowledgeable in using Microsoft Excel
• Knowledgeable on monitoring real time agent adherence and escalate to proper channels
• Willing to work in Accenture Cebu
• Willing to go back on-site once recalled