Accenture is a leading global professional services company, providing a broad range of services in strategy and consulting, interactive, technology and operations, with digital capabilities across all of these services. We combine unmatched experience and specialized capabilities across more than 40 industries – powered by the world’s largest network of Advanced Technology and Intelligent Operations centers. With 505,000 people serving clients in more than 120 countries, Accenture brings continuous innovation to help clients improve their performance and create lasting value across their enterprises. Visit us at http://www.accenture.com/.
Key Responsibilities:
Responsibilities to include but not be limited the following.
Adoption and communication of global intraday and scheduling guidelines to appropriate stakeholders
Enforce real time adherence in all Work Types and Markets within the scope of operation.
Monitor the volumes at the interval level, as well as the proper use of activity codes, overall onsite offsite shrinkage, variations in AHT, and any other real time events that contribute or impact negatively in the execution of planned productivity hours to meet SLAs iv.
Constant interaction with the client, reporting site performance, including but not limited to staffing compliance, skilling status, and outages.
Provide visibility and reporting capabilities of main Key metrics related to intraday and scheduling functions such as adherence, shrinkage components, projected interval compliance, and bidding completion
Creation and optimization of schedule shells, allocating productive time based on interval level staffing needs, following local specific labor laws.
Appropriate distribution of programmed shrinkage activity codes to help ensure the accuracy of projections related to productive staffing commitment.
Develop and maintain a scheduling matrix for the site adequately updating information related to labor laws, shift types, and other considerations required to appropriately perform scheduling tasks
Recognize and communicate challenges and areas of improvement during, and after scheduling cycles providing solutions to meet staffing expectations at interval level
Required Experience:
+3 years of tenure in WFM intraday and scheduling positions
Proven experience in operating and directly handling a scope of more than 500 FTEs.
Creative and problem solving oriented.
Know how in managing real time adherence in different lines of business in a multi skill environment simultaneously shrinkage, outages, under overstaffing,etc.
Excellent ingles communication skills, C1 or C2.
Proactive and able to take decisions based on real time situations.
Knowledge of WFM tools Aspect, Verint, IEX Aspect preferable.
Advanced Excel skills LOOKUP, INDEX, IFS, pivot tables, MATCH, table arrays,macros.
Experience working with internal external stakeholders in multiple geographic regions
Studies in Engineering, Business Administration, or related fields.
