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HIRING FOR WORKFORCE SERVICES SPECIALIST

JOB DESCRIPTION:

We are hiring for Workforce Services Specialist professionals

Skill Requirement:

Workforce application familiarity
Communication skills
Analytical and reasoning techniques
Knowledge of WFM software (e.g. IEX, eWFM)
WFM basics

Role & Responsibilities:

Effectively communicate observations to the Field Operations team, Vendor Managers (both Internal and Client side) and Senior Management to ensure time critical resolution/action
Work closely with the Scheduling & Forecasting team
Identify, develop, and implement processes and procedures to support CLIENT business strategy and maximize the customer experience
Work with business community to identify operational impacts of call routing changes
Identify call volume trends and average on a weekly, monthly, quarterly and seasonal basis
Make/propose improvements to work products, services or processes
Establish or expand relationships with key individuals
Improve team productivity
Deliver client satisfaction through accurate delivery and demonstration of ownership
Provide Training and guidance to Scheduling TLs
Specific duties include staff management, providing forecasts to Client and third party/out-sourced call centers, working with call center staff to create and modify staff scheduling and providing call allocation forecasts to call center control operations
Optimize the use of department technology and workforce management techniques to improve Call Center efficiency and effectiveness
Innovate and devise scheduling templates, work patterns, business rules, break/offline activities management to enhance the accuracy of scheduling and achievement of business goals

Job Location: Hyderabad
Qualification: Any Graduates/Post Graduates

Interested candidates can apply for the opportunity with their updated CV.

Regards,
HR Team

Salary: Not Disclosed by Recruiter
Industry: BPO / Call Centre / ITES
Functional Area: ITES, BPO, KPO, LPO, Customer Service, Operations
Role Category: Team Leader -(NonTechnical)
Role: Team Leader -(NonTechnical)

Keyskills:

IEXWFMWorkforce ManagementForecastingField OperationsBusiness Rules

DESIRED PROFILE:

PG – Any Postgraduate
Doctorate – Doctorate Not Required

COMPANY PROFILE:

Accenture is a leading global professional services company, providing a broad range of services and solutions in strategy, consulting, digital, technology and operations. Combining unmatched experience and specialized skills across more than 40 industries and all business functions—underpinned by the world’s largest delivery network—Accenture works at the intersection of business and technology to help clients improve their performance and create sustainable value for their stakeholders. With approximately 373,000 people serving clients in more than 120 countries, Accenture drives innovation to improve the way the world works and lives. Visit us at www.accenture.com.

CONTACT DETAILS
Recruiter Name:HR
Contact Company:Accenture Solutions Pvt Ltd
Telephone:Not Mentioned
Website:http://www.careers.accenture.com/India