WORKFORCE PLANNING LEAD - Accenture

Posted by admin on November 19, 2007 at 2:36 pm · Under Accenture

Qualifications:

  • A Workforce Planning Lead encompasses all the responsibilities for maintaining a productive and happy workforce. Other key responsibilities include planning, organizing and managing the workload through accurate forecasts, staff calculations, schedules and management reports; partners with the management team to share responsibility for meeting service level agreements; responds to timely objectives across all contact channels; and ensures effective and efficient utilization of resources.
  • We are looking for candidates with bachelor’s degree in any 4 or 5 year course; with at least 2 years of experience in Workforce Management operations; with 1 year supervisory role; with experience in both the ‘Science’ of Workforce Management (including forecasting, modeling, and Erlang C methodologies), as well as the ‘Art’ of WFM (including building and managing teams, directing real-time adherence to schedule; experience in managing the demands of a high volume inbound call/contact centre, including forecasting and scheduling experience; Call/Contact Centre experience and a proven track record of deploying and utilizing leading software packages to perform Workforce Management functions.
  • We need skilled candidates with working knowledge in MS Office applications; Avaya Telephony systems and technology in both CMS and Callmaster; project related database management and spreadsheet software; WFM software and tools (e.g. Aspect Products: Basic Module (Forecasting, Scheduling, Tracking), Agent Productivity, Real-Time Adherence, eSchedule Planner, Notification Server, eSP-IVR, Programming Languages, Web Reporting Tools.) and Nortel symposium. Candidate must have excellent written & verbal communication skills; strong customer service focus; ability to analyze & interpret ACD reports; analytical problem solving ability; cost-effective decision making skills; strong people-team management and leadership skills preferably in a multi-cultural corporate environment.

Whether you’re already working as a call center professional or someone looking for a new challenge, you can benefit from the many learning opportunities in Accenture to help you develop deep specialized skills and facilitate your personal and leadership growth. Also, at Accenture you have the opportunity to manage your own career. You will be provided with varied career options within our contact center operations. Additionally, given the size of our organization and the broad range of services and careers we offer, you will also have options to later explore roles and opportunities in other areas within our delivery center in Manila such as in IT and business process outsourcing practices that would best utilize your skills.

Keen on building a long term career with a leading global company? Then contact us today. Visit www.accenture.com/40minutes for more details.

Accenture is an Equal Opportunity Employer.


1 Comment for WORKFORCE PLANNING LEAD - Accenture

  1. eraser’s blog » Blog Archive » WORKFORCE PLANNING LEAD - Accenture said,

    November 23, 2007 @ 10:21 pm

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