Skill required: Workforce Dialer - 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 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

You will be aligned with our Customer Support vertical and help us in managing resolving customers query, handling escalations and complaints of the dissatisfied customers & giving best resolutions.
You will also be responsible for closing the fault and complaints within SLA s.
strategic alignment of people and resources to business objectives in ways that optimize and automate scheduling and performance management based on agent availability forecast call volume and revenue targets
An institutional process that maximizes performance levels and competency for an organization.
The process includes all the 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. What are we looking for
Workforce Management (WFM) - P3
Workforce Analytics
Workforce Management (WFM)
Microsoft Excel
Microsoft PowerPoint
Adaptable and flexible
Agility for quick learning
Written and verbal communication
Collaboration and interpersonal skills
Ability to work well in a team 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
In this role you are required to do analysis and solving of moderately complex problems
May create new solutions, leveraging and, where needed, adapting existing methods and procedures
The person would require understanding of the strategic direction set by senior management as it relates to team goals
Primary upward interaction is with direct supervisor
May interact with peers and or management levels at a client
Guidance would be provided when determining methods and procedures on new assignments
Decisions made by you will often impact the team in which they reside
Individual would manage small teams and or work efforts (if in an individual contributor role) at a client
Please note that this role may require you to work in rotational shifts