Skill required: Trust & Safety - Workforce Management (WFM)
Designation: Workforce Services Associate Manager
Qualifications:Any Graduation
Years of Experience:10 to 14 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 699,000 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? Enables a superior brand experience , accelerates responsible growth and creates a secure environment ? Role Expectation: o Lead/set up a team of 15+ resources o Capacity Planning/Resource Management o Client Delivery Management o Long Term and Short Term Forecasting o Stakeholder/ Vendor Engagement o Data Analysis/Management o Profitability Management/ Cost Control o Transition Coordination o Cross-functional Coordination 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? •Data Analysis & Interpretation •Workforce Analytics •Detail orientation •Ability to establish strong client relationship •Ability to manage multiple stakeholders •o Preparing and summarizing conclusions for various ad-hoc requests to support management, Operations and Quality Team in answering business questions o Ability to check own work for data analysis or computational errors o Basic understanding and experience of SQL o Experience in producing high quality dashboards using Excel o Advanced user of MS Office Suite and good computer skills. Advanced expertise with Excel and Power Point applications o Experience in Tableau, Quick Sight, Power BI is an advantage o Should have excellent Leadership skills o Need to manage the team across different locations and need to ensure deliverables are accurate & on time o Maintaining good relationships with all the stakeholders o Demonstrate use of good analytical skills, problem solving and good decision maker o Ability to work independently and effectively, prioritize workload by assessing needs and prioritizing tasks. Must be able to work independently with some up-front guidance and supervision, and willingness to be flexible, adapt quickly o Clear and concise written, verbal, and presentation skills o Strong interpersonal skills; approachable and flexible o Work towards improvement of reporting to meet strategic Intent and behavioral change at client end o Good communication skills and should be able to work under pressure o Maintaining and creating process related all the documents o Understand different business scenario, automate and create reports
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