Real Time Analyst | Workforce Management

Accenture Boni


Cybergate Street, Mandaluyong City, Metro Manila, Philippines

50 Openings

> 3 yr


Basic Salary : 25000/Month

Total Guaranteed Allowance : Confidential

Job Pitch

Go through a faster and more convenient recruitment process today and be part of one of the biggest and most stable organizations in the world!

Job Description

Duties and Responsibilities: •Keep current on client and Accenture business changes to ensure program and work area compliance •Serve as a Workforce Subject Matter Expert, train and mentor new and less experienced team members •Communicate proactively with team members regarding vendor and line of business status or Accenture Delivery Centre operations, making suggestions for corrections to any issues •Develop and maintain methods and procedures •Respond to client requests in an accurate and timely manner •Manage client/Accenture outage and bridge calls with client/Accenture Delivery Operations Leads and vendor/Accenture technology teams •Maintain a detailed record of activities, actions and impacts •Prepare departmental reports for daily, weekly, monthly and yearly periods •Identify business process excellence improvement opportunities, contributing to design and execution •Analyze current and historical call/contact/work volumes and patterns, handle time, productivity trends/patterns and all future call/contact/work requirements to develop budget and call/contact volume/work forecasts •Analyze current and future call/work handling resources, attrition trends, learning curve, 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 Qualifications: •Bachelor's degree holder •Must have at least 3 years work experience in Workforce Management •Must have an experience in Workforce Planning Or Real Time Adherence •Ability to create and analyze quality reports •Intermediate knowledge in performing RCAs •Proficiency in Microsoft Excel •Demonstrates advance knowledge in real time management and exhibits strong decision making skills in executing real time action plans •Must be willing to go back on-site once recalled

Skill Required

  • Strong Communication Skills
  • Positive Attitude

Qualification Required

  • College Graduate

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  • Medical Benefits

  • Life