Senior Manager - Workforce Services and Workforce Management

Workforce Services Senior Manager

Skill required: Workforce Dialer - Workforce Management (WFM)
Designation: Workforce Services Senior Manager
Qualifications:Any Graduation
Years of Experience:16 to 25 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. Workforce Dialer involves managing automated dialing systems to optimize outbound calling efforts. This role includes setting up and maintaining dialer software, monitoring call performance, and ensuring compliance with regulations. It also involves analyzing call data to improve efficiency and productivity. The goal is to enhance communication with customers and maximize the effectiveness of the calling campaigns. 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? ? Nominate sub-ordinates for suitable training programs sponsored by the organization to enhance their capabilities and skill level ? Offer cordial work environment and cohesive work relationship to the team members and facilitate performance. ? Coach and mentor sub-ordinates by involving them in decision making process ? Assist in designing of monthly/quarterly rewards & recognition schemes CLIENT INTERFACE: ? Ensure Client communication and relationship building ? Keeping in regular touch with operations/client/CL/ROC on forecasts and Service Level performance and highlighting any deviations wherever applicable. ? Manage all WFM related activities efficiently, considering the client requirements ? Attending con calls related to WFM ? Ensuring the value added reports on Postmortem analysis of schedules, SL performance, staffing, resource (agents/seats) utilization CONFLICT RESOLUTION: ? Diligently handling issues, escalations and complaints from counterparts at operations and client’s end ? Resolve issues within the team, if any, in a timely manner and avoid the issue escalations ? Build strong support with other departments for operations and data reconciliation Change Management ? Ensure that all equipment, software and configurations required for smooth delivery of services are in place. ? Analyze all change request forms and approve the same ? Keep in touch with It. Set up and monitor processes related to implementing, testing and reviewing changes and new implementations. Qualification - any graduation is a must. MBA will be an advantage. Experience - core experience of 15+ years
Roles and Responsibilities: FUNCTIONAL RESPONSIBILITIES: Managing Matrices ü Ensure following matrices are met o Service Level o Forecast Accuracy o Schedule Adherence o Agent Occupancy and Utilization Long term Forecasting and capacity planning ü Create annual volume and staffing forecasts. ü Maintain recruitment/ramp plans and raise manpower requirements well in time to meet the required staffing ü Accurately predict shrinkages and plan staffing accordingly ü Ensure Accuracy of forecasts and track deviations ü Ensure that ramp plan is executed as per timelines. Track progress from staffing, logistics and change management perspective and highlight any deviations Short term planning and management ü Maintain internal forecasts, track forecast accuracy ü Monitor Scheduling efficiency; recommend schedule changes, hours of operation etc. to meet the optimum utilization of agents and seats ü Monitor schedule adherence, ensure that offline activities/absenteeism is within the shrinkage thresholds ü Ensure that contractual requirements and matrices are met as defined. Do root cause analysis in case of any deviations and continuously work on action plans to improve the same. ü Meet Operations POC on regular basis and discuss any issues related to WFM processes/ volume/ staffing ü Suggest ways to improve utilization, schedules and operational effectiveness in terms of managing contractual and internal matrices ü Responsible for Real Time Administration ü Prepare MIS reports for SLAs, Revenue, Cost monitoring and invoicing on Daily/weekly/Monthly basis ü Facilitate staffing and scheduling ü Responsible for Awareness & Compliance to BS7799 ü Track expenses & revenues and report the same ü Involved in detailed leadership reporting ü Ensuring the accuracy and timeliness of client reporting ü Track revenue generation in order to meet the budget forecast and take corrective actions in case the same is not being met ü Track the revenue leakage and highlight any areas of improvement ü Ensure that all necessary records and backups are maintained of resolutions of disputes, special approvals and backup of billable information. PEOPLE MANAGEMENT: ü Measure performance of the team e.g. performance achievements, confirmation and ongoing feedback and training ü Build effective vertical and horizontal communication channels ü Be a role-model for the Team in terms of performance/ behavior/ attitude ü Formulate long term plans for the development and motivation of the team