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Workforce Services Associate Manager - Gurgaon @ Accenture

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 Workforce Services Associate Manager - Gurgaon

Job Description




Skill required: Workforce Dialer - Workforce Management (WFM)


Designation: Workforce Services Associate Manager


Qualifications:Any Graduation


Years of Experience:10 to 14 years


What would you do?
 You will be aligned with our Customer Support vertical and help us in managing/ resolving customers query, handling escalations and complaints of the dissatisfied customers & giving best resolutions. You will also be responsible for closing the fault and complaints within SLA s.strategic alignment of people and resources to business objectives in ways that optimize and automate scheduling and performance management based on agent availability, forecast call volume, and revenue targets.The Workforce Management team focuses on maximizing performance levels and competency for an organization. This includes activities needed to maintain a productive workforce, such as field service management, human resource management, performance and training management, data collection, recruiting, budgeting, forecasting, scheduling, and analytics. This team owns the client relationship and partner on Capacity Planning/Schedule Adherence, help gather insights and provide feedback on the gaps/opportunities in performance capacity. The team helps identify, evaluate and drive continuous improvement in Service Delivery Performance. This team is also responsible for innovation in the workforce management space - providing insights to Accenture and Client leadership on improving efficiencies. They also ensure adherence to revenue and cost targets, own efficiency improvement goals. This team also partners wit regional leads and ensure we are compliant on all internal and client audits.


What are we looking for?
  • Workforce Analytics
  • Resource Capacity Forecasting, Planning, scheduling & Real time mangement.
  • Results orientation
  • Ability to handle disputes
  • Numerical ability
  • Negotiation skills
  • Team handling

    Roles and Responsibilities:
  • In this role you are required to do analysis and solving of moderately complex problems
  • Typically creates new solutions, leveraging and, where needed, adapting existing methods and procedures
  • The person requires understanding of the strategic direction set by senior management as it relates to team goals
  • Primary upward interaction is with direct supervisor or team leads
  • Generally interacts with peers and/or management levels at a client and/or within Accenture
  • The person should require minimal guidance when determining methods and procedures on new assignments
  • Decisions often impact the team in which they reside and occasionally impact other teams
  • Individual would manage medium-small sized teams and/or work efforts (if in an individual contributor role) at a client or within Accenture
  • Please note that this role may require you to work in rotational shifts

    Qualifications
    Any Graduation

    • Job Classification

    Industry: IT Services & Consulting
    Functional Area / Department: Customer Success, Service & Operations,
    Role Category: After Sales Service & Repair
    Role: Service Manager
    Employement Type: Full time

    Contact Details:

    Company: Accenture
    Location(s): Noida, Gurugram

    + View Contact

    Keyskills:   field service dialer forecasting workforce management wfm resource management operations management project management service management data collection change management customer support talent management service delivery incident management

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    Accenture

    Accenture (NYSE: ACN) is a leading global professional services company, providing a broad range of services and solutions in strategy, consulting, digital, technology and operations. Combining unmatched experience and specialized skills across more than 40 industries and all business functions unde...

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