The Workforce Management Specialist (WFM):

Key Responsibilities:

• Deliver timely ad hoc and standard operational reports

• Gather and document reporting requirements

• Work with process subject matter experts from each functional team

• Assist in designing insightful report views (excel-based or tool-based or dashboards)

• Provide regular and ad-hoc results interpretation to Accenture management as requested

• Work as backup for site WFM lead

• Utilize data to identify trends and opportunities for improvement

• Work with other teams and stakeholders to identify opportunities to improve performance results in accordance with contractual agreements between Accenture and clients

• Perform Quality Assurance (QA) on reporting analysis performed by other reporting groups as needed (including clients)

• Execute business processes and deliver services to meet defined service levels and key performance indicators

• Identify new opportunities, enhance business processes, develop/help implement recommendations to achieve continuous improvement objectives

• Analyze existing processes to define quality and reusable approaches and contribute to knowledge capital within the area of expertise

• Apply knowledge and experience to identify, assess and resolve service delivery issues within the area of responsibility in coordination with the client and internal team members

• Collaborate with internal or external stakeholders to understand specific requirements

• Provide guidance, review work activities and share knowledge in the areas of expertise with the team to promote operational consistencies , efficiency in the use of resources and implementation of best practices

• Analyze current and historical volumes and patterns, handle time, productivity trends/patterns and all future work requirements to develop budget and forecasts

• Analyze current and future attrition trends, shrinkage, productivity factors, desk availability and shift requirements, to develop staffing plan. Plan includes optimum skill set mix, replacement and recruiting timing, training and cross training details

• Provide agreed upon monthly volume forecasts and assist with breakdown to daily forecasts as required

• Analyze delivery centre shrinkage, make recommendations regarding reduction and provides shrinkage targets and vacation allowances when required

• Analyses intraday statistics, delivery centre performance, service levels and scheduling statistics to recommend courses of action in balancing service levels to business and agent/staff requirements

• Maintain reports inventory

• Manage reporting change requests

Basic Qualifications:

• Minimum of 2 year of experience in workforce management or scheduling

Preferred Qualifications:

• Ability to work independently, multi-task and meet deadlines

• Analytical interpretation of data

• Proficiency in Microsoft Excel

• Excellent written and verbal communication skills

• Well-developed analytical skills and the ability to provide clarity to complex issues and synthesize large amounts of information

• An ability to identify the root causes of issues by analyzing patterns and trends

• Demonstrates knowledge in real time management and exhibits decision making skills in executing real time action plans

Compensation at Accenture varies depending on a wide array of factors, which may include but are not limited to the specific office location, role, skill set, and level of experience. As required by local law, Accenture provides a reasonable range of compensation for roles that may be hired in California, Colorado, District of Columbia, Illinois, Maryland, Minnesota, New Jersey, New York or Washington as set forth below.
We accept applications on an on-going basis and there is no fixed deadline to apply.

Information on benefits is here.

Role Location Hourly Salary Range

California $26.39 to $57.69

Colorado $26.39 to $49.86

District of Columbia $28.08 to $53.08

Illinois $24.42 to $49.86

Minnesota $26.39 to $49.86

Maryland $26.39 to $49.86

New York/New Jersey $24.42 to $57.69

Washington $28.08 to $53.08

About Accenture

We work with one shared purpose: to deliver on the promise of technology and human ingenuity. Every day, more than 775,000 of us help our stakeholders continuously reinvent. Together, we drive positive change and deliver value to our clients, partners, shareholders, communities, and each other.We believe that delivering value requires innovation, and innovation thrives in an inclusive and diverse environment. We actively foster a workplace free from bias, where everyone feels a sense of belonging and is respected and empowered to do their best work.At Accenture, we see well-being holistically, supporting our people’s physical, mental, and financial health. We also provide opportunities to keep skills relevant through certifications, learning, and diverse work experiences. We’re proud to be consistently recognized as one of the World’s Best Workplaces™.Join Accenture to work at the heart of change.

Visit us at www.accenture.com