Workforce Management Specialist

Workforce Services Specialist

Skill required: Workforce Dialer - Workforce Management (WFM)
Designation: Workforce Services Specialist
Qualifications:Any Graduation
Years of Experience:7 to 11 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? Effectively communicate observations to the Field Operations team, Vendor Managers (both Internal and Client side) and Senior Management to ensure time critical resolution/action. Work closely with the Scheduling & Forecasting team. Identify, develop, and implement processes and procedures to support CLIENT business strategy and maximize the customer experience
What are we looking for? Workforce application familiarity. Communication skills. Analytical and reasoning techniques. Knowledge of WFM software (e.g. IEX, eWFM). Strong WFM basics.
Roles and Responsibilities: Work with business community to identify operational impacts of call routing changes. Identify call volume trends and average on a weekly, monthly, quarterly and seasonal basis. Make/propose improvements to work products, services or processes. Establish or expand relationships with key individuals. Improve team productivity. Deliver client satisfaction through accurate delivery and demonstration of ownership. Provide Training and guidance to Scheduling TL’s. Specific duties include staff management, providing forecasts to Client and third party/out-sourced call centers, working with call center staff to create and modify staff scheduling and providing call allocation forecasts to call center control operations Optimize the use of department technology and workforce management techniques to improve Call Center efficiency and effectiveness Innovate and devise scheduling templates, work patterns, business rules, break/offline activities management to enhance the accuracy of scheduling and achievement of business goals