Senior Manager - 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? The Senior Manager – Workforce Management (WFM) serves as a trusted advisor to clients, leading workforce strategy, planning, and performance optimization across large, complex delivery engagements. This role partners directly with client leadership to align workforce decisions with business outcomes, ensure SLA excellence, and drive continuous improvement through data-driven insights.
What are we looking for? • Experience: o 18+ years in Workforce Management, Operations, or Workforce Analytics. o Strong experience in client-facing roles within BPO, Consulting, or Managed Services environments. • Core Capabilities: o Deep expertise in forecasting, capacity planning, scheduling, and performance management. o Proven ability to influence client decision-making at senior leadership levels. o Strong business acumen with the ability to balance commercial, operational, and client priorities. • Tools & Analytics: o Experience with enterprise WFM tools (Verint, NICE, IEX, Aspect, or equivalent). o Advanced Excel and data analysis; exposure to BI tools preferred. • Communication & Presence: o Executive presence with strong presentation and storytelling skills. o Ability to communicate complex data in a clear, client-friendly manner. • Education: o Bachelor’s degree required; MBA or equivalent preferred.
Roles and Responsibilities: Client Partnership & Advisory • Act as the primary WFM point of contact for client leadership and senior stakeholders. • Advise clients on workforce strategy, demand planning, staffing models, and service optimization. • Translate business objectives into workforce solutions that balance cost, quality, and service levels. • Lead client governance forums, QBRs, and executive reviews with clear, actionable insights. Workforce Strategy & Planning • Own end-to-end workforce planning across multiple programs or large accounts. • Drive demand forecasting, capacity planning, hiring plans, and scheduling strategies aligned with client demand. • Proactively identify workforce risks and recommend mitigation strategies. Operational Excellence & Delivery Oversight • Govern WFM execution including forecasting accuracy, schedule effectiveness, and real-time performance. • Ensure SLA and KPI adherence while managing trade-offs between efficiency and customer experience. • Oversee operational escalations and lead resolution in partnership with delivery teams. Insights, Analytics & Storytelling • Deliver executive-level reporting, analytics, and trend analysis to clients. • Convert complex workforce data into clear business narratives and recommendations. • Support pricing, ramp-up, transitions, and transformation initiatives with workforce inputs. Leadership & Team Development • Lead and mentor WFM managers and client-facing analysts. • Build consultative capability within the WFM team to enhance client engagement. • Drive standardization, best practices, and innovation across accounts. Transformation & Value Creation • Identify opportunities for automation, digital enablement, and process transformation. • Partner with clients on productivity, cost optimization, and workforce modernization initiatives. • Support new business, renewals, and expansion opportunities with workforce modeling and proposals.