Job description
Skill required: Supply Chain - Supply Chain Optimization
Designation: Workforce Services Associate
Qualifications:Under Gradudate
Years of Experience:6 months to 1 year
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 784,000 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? "In our Service Supply Chain offering, we leverage a combination of proprietary technology and client systems to develop, execute, and deliver BPaaS (business process as a service) or Managed Service solutions across the service lifecycle: Plan, Deliver, and Recover. In this role, you will partner with business development and act as a Business Subject Matter Expert (SME) to help build resilient solutions that will enhance our clients supply chains and customer experience. The role of the Workforce Management Associate – Intraday exists as a backbone to ensure critical support in achieving process service level metrics. The incumbent is expected to maintain & monitor the agreed service levels. The incumbent is the front-line personnel to base skilling prioritizations on the real-time trends identified ensuring desired service level achieved. In this role, you will contribute to the company vision of being the industry leader through quality, commitment, courtesy and teamwork. You have basic knowledge of call centre telephony system, good knowledge in MS Excel, MS Outlook, MS Teams and data flow and data management. "
What are we looking for? "• Bachelor’s degree or undergraduate degree required.
• 6 months to 1 year of workforce management experience required. • MS Access, Power BI, SQL would be added advantages
• Ability to analyse and interpret data • Ability to communicate orally and in writing in a clear and straightforward manner • Ability to communicate with all levels of management and company personnel • Ability to handle multiple projects and tasks at same time
• Ability to maintain confidentiality • Ability to make decisions and solve problems Independently
• Ability to prioritize and organize effectively • Ability to show judgment and initiative and to accomplish job duties • Ability to work independently with minimum supervision and good team player
• Implement practices in alignment with HR policies to optimize SLS & cost
• Understanding of impact of AUX, AHT, shrinkage, occupancy & utilization on average position staffed
• Understanding of trend & seasonality & its impact on intraday SLS.
• Ability to work on 24X7 environment with shift adherence
• Having knowledge of Microsoft Excel, Outlook, PowerPoint
"
Roles and Responsibilities: "• Coordinate and facilitate collaboration with customer care leadership, cap team, information technology, administration and others to ensure smooth delivery of call centre KPIs. • Manage skill-based routing & provide feedback, input and analysis to business partners to develop more scientific, time bound and accurate WFM methodology
• Perform other duties as requested by supervisor
• Please note that this role may require you to work in rotational shifts
"
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