DE030783-Workforce Services Specialist

myGwork - LGBTQ+ Business Community


Date: 2 weeks ago
City: Mandaluyong 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.

POSITION TITLE: Workforce Services SpecialistWORK SETUP: Return to OfficeRESPONSIBILITIES:

  • 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 practiceOTHERS:Project Shift Schedule: Rotation ShiftProject Rest Day: Rotation OffProject/Team Location: Mandaluyong, Robinsons Cybergate Tower 2

Qualifications

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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