The Workforce Management (WFM) Lead is responsible for overseeing the planning, forecasting, scheduling, and real time management of the workforce. This role ensures optimal staffing levels to meet demands, service level agreements SLAs and business objectives. Additionally, the WFM Lead is responsible for developing and maintaining comprehensive reporting systems that provide actionable insights to drive operational efficiency.

 

Responsibilities

• Scheduling Ensure that right people are at the right place at the right time to service the forecast demand while achieving service level goals
• Monitor high quality scheduling inputs agent availability, forecast, arrival patterns, SLAs
• Incorporate and optimize shrinkages
• Manage time off and holiday bidding
• Ensure timely release of schedules to agents and monitor workload assignment and rebalancing
• Manage a weekly planned vs actual tracking and ensure client goals are met and reported
• Provide qualitative insights, proactively highlight risks
• Ensure capacity, hiring, attrition backfills etc. are closely managed with operations and recruitment team
• Intraday Management Track workloads across all channels both Real Time and Scheduled Call and rebalance each day s workload efficiently
• Ensure intraday adherence and escalations issue resolutions in case of any staffing, operational or technical incidents
• Analyze and improve intraday performance variations e.g., due to staffing absenteeism high volume high handled time
• Proactively suggest scheduling, routing and skilling strategies to optimize costs and resource utilization
• Effectively communicate any events that inhibit the ability to meet demand i.e. system outages

• Minimum of 5 years of experience in workforce management, preferably in a sales call center or customer service environment.
• Experience with workforce management tools and software e.g., NICE, Verint, Aspect .
• Strong analytical skills with the ability to interpret complex data and develop actionable insights.
• Excellent communication and interpersonal skills, with the ability to effectively present information to senior management

About Accenture

Accenture is a leading global professional services company that helps the world’s leading businesses, governments and other organizations build their digital core, optimize their operations, accelerate revenue growth and enhance citizen services—creating tangible value at speed and scale. We are a talent- and innovation-led company with approximately 791,000 people serving clients in more than 120 countries. Technology is at the core of change today, and we are one of the world’s leaders in helping drive that change, with strong ecosystem relationships. We combine our strength in technology and leadership in cloud, data and AI with unmatched industry experience, functional expertise and global delivery capability. Our broad range of services, solutions and assets across Strategy & Consulting, Technology, Operations, Industry X and Song, together with our culture of shared success and commitment to creating 360° value, enable us to help our clients reinvent and build trusted, lasting relationships. We measure our success by the 360° value we create for our clients, each other, our shareholders, partners and communities.

Visit us at www.accenture.com 

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