DE027813-Workforce Services Specialist

myGwork - LGBTQ+ Business Community


Date: 2 days ago
City: Cebu City
Contract type: Full time
This job is with Accenture, an inclusive employer and a member of myGwork – the largest global platform for the LGBTQ+ business community. Please do not contact the recruiter directly.

  • ONLY THOSE APPLICANTS WHO ALREADY HAVE THE RIGHT TO LIVE AND WORK IN THIS COUNTRY ARE ELIGIBLE TO APPLY FOR THIS ROLE--- PROJECT NAME: Workforce Command CenterPOSITION TITLE: Customer Service New AssociateWORK SETUP: Return to OfficeOVERALL PURPOSE:Responsible for driving proper managing of volume and staffing to ensure optimal performance through continuous interaction with stakeholders with the intent of achieving target metrics and contractual objectives.RESPONSIBILITIES:
  • Responsible for coordinating and guiding Intraday Teams to ensure focus on Profitability, Resource Planning, day-to-day schedule adjustments, real-time service issues, RTA activity, adherence and schedule compliance, and provide key reporting details.
  • This position needs to be aware of the financial situation of the account being handled and needs to drive profitability by resource optimization and cost reduction in collaboration with Operations and other departments.
  • This position needs to drive high client satisfaction by managing service levels situations and providing staffing, scheduling and Real-Time Adherence solutions.
  • This position increases employee satisfaction through accurate, adherence and compliance tracking and enhances company profitability through utilization optimization and intra-day analysis.
  • Manages internal and external audit with processes and controls.
  • Responsible for the development of resources under his/her spanOTHERS:Project Shift Schedule: Rotation ShiftProject Rest Day: Rotation OffProject/Team Location: Cebu, Cyberzone Building, Tower 2

Qualifications

SKILL AND QUALIFICATIONS:

  • Open to both college graduates and undergraduates with relevant experience in Workforce Management
  • Must have at least 5 years of Workforce Management experience
  • Must have at least 3 years of supervisory experience
  • Should have end to end WFM experience including all WFM functions (RTA, Scheduling, Forecasting, and Capacity Planning)

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