DE030783-Workforce Services Specialist

Accenture in the Philippines


Date: 3 hours ago
City: Mandaluyong City
Contract type: Full time
POSITION TITLE: Workforce Services Specialist WORK SETUP: Return to Office RESPONSIBILITIES:


  • Mechanize the collection of all historical data for trending – call volume, AHT, Service Level and shrinkage factors. Trending needs to be provided down to the interval level.
  • Standardize the methods to be used for trending call volume, AHT, service level and Shrinkage
  • Analyze call center trends to generate staffing requirements for the Long Range, Hiring and Training and Short Range forecasts and consistent delivery of accurate staffing forecasts.
  • Serve as forecasting Subject Matter Expert
  • Effectively work with stakeholders in communicating forecast and agent capacity requirements and ensure vendor/operations deliver to monthly forecast obligations
  • Participate in internal and client project initiatives related to forecasting practice OTHERS: Project Shift Schedule: Rotation Shift Project Rest Day: Rotation Off Project/Team Location: Mandaluyong, Robinsons Cybergate Tower 2


    • SKILLS AND QUALIFICATIONS:


  • At least 5 years relevant work experience; 3 years supervisory
  • Should have end to end WFM experience including all WFM functions (RTA, Scheduling, Forecasting, and Capacity Planning)


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