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PROJECT NAME: Workforce Command Center
POSITION TITLE: Workforce Services Associate
WORK SETUP: Return to Office
OVERALL PURPOSE:
The Workforce Services Associate is responsible for driving delivery of metrics and optimal performance through continuous interaction with stakeholders with the intent of achieving contractual objectives and corporate goals.
RESPONSIBILITIES:
• Responsible for Real Time Adherence and Queue Management for Business Operations. Specifically, the primary responsibility of the individual is to monitor and manage site activities to support client/account service level agreements.
• Responsible for ensuring scheduled team logins/ logout on time, manage, control and report nonadherence to schedules.
• Adheres to prescribed formats in updating attendance, schedule swaps
• Manages required real time reporting requirement deliverables via service menus and ad-hoc requirements.
• Acts as Point of Contact in processing and identifying schedule exceptions (e.g. trainings, coaching) including minimum length, approval, data entry responsibilities, and tracking.
OTHERS:
Project Shift Schedule: Rotation Shift
Project Rest Day: Rotation Off
Project/Team Location: Cebu, Cyberzone Building, Tower 2
SKILL AND QUALIFICATIONS:
• At least 6 months to 2 years RTA experience; other WFM experience is a plus but not required
• Good knowledge in MS Office (Word, Excel, PowerPoint)
• No specific tool requirement; good to have if with experience in WFM Tools (ex. eWFM, IEX, CMS Avaya, Blue Pumpkin, Aspect)
About Accenture
Accenture is a leading global professional services company that helps the world’s leading organizations build their digital core, optimize their operations, accelerate revenue growth and enhance services—creating tangible value at speed and scale. We are a talent- and innovation-led company with 774,000 people serving clients in more than 120 countries. Technology is at the core of change today, and we are one of the world’s leaders in helping drive that change, with strong ecosystem relationships. We combine our strength in technology and leadership in cloud, data and AI with unmatched industry experience, functional expertise and global delivery capability. Our broad range of services, solutions and assets across Strategy & Consulting, Technology, Operations, Industry X and Song, together with our culture of shared success and commitment to creating 360° value, enable us to help our clients reinvent and build trusted, lasting relationships. We measure our success by the 360° value we create for our clients, each other, our shareholders, partners and communities.
Visit us at www.accenture.com
Equal Employment Opportunity Statement
All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by federal, state, or local law.
Job candidates will not be obligated to disclose sealed or expunged records of conviction or arrest as part of the hiring process.
Accenture is committed to providing veteran employment opportunities to our service men and women.
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What We Do
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, Interactive, Technology and Operations services—all powered by the world’s largest network of Advanced Technology and Intelligent Operations centers. Our 500,000+ 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.
