--ONLY THOSE APPLICANTS WHO ALREADY HAVE THE RIGHT TO LIVE AND WORK IN THIS COUNTRY ARE ELIGIBLE TO APPLY FOR THIS ROLE---

POSITION TITLE: Workforce Services Associate Director
WORK SETUP: Return to Office

OVERALL PURPOSE:
We are seeking a highly experienced and data-driven Workforce Management Lead to oversee and optimize workforce planning, scheduling, and performance across our 24/7 voice and non-voice operations. This role demands a strategic leader with a strong analytical background, capable of delivering insight.

RESPONSIBILITIES:
• Strategic Workforce Planning & Capacity Management:
o Develop and implement long-term and short-term workforce strategies to meet business objectives and client SLAs.
o Conduct comprehensive capacity planning and forecasting, considering historical data, seasonal trends, and future growth projections.
o Optimize resource allocation across voice and non-voice channels to ensure efficient service delivery.
o Identify and mitigate potential staffing risks and capacity constraints.
• Data-Driven Analytics & Business Reporting:
o Develop and maintain comprehensive workforce performance dashboards and reports, providing actionable insights to management.
o Analyze key performance indicators (KPIs) such as occupancy, adherence, service level, and attrition to identify trends and areas for improvement.
o Utilize data analytics to drive informed decision-making and optimize workforce utilization.
o Automate reporting processes and create real time dashboards.
o Provide detailed analysis on forecasting accuracy.
• Scheduling & Real-Time Management:
o Oversee the development and implementation of efficient scheduling strategies to meet fluctuating call volumes and workload demands.
o Manage real-time adherence and service level performance, making necessary adjustments to ensure optimal service delivery.
o Implement and maintain workforce management tools and technologies.
o Manage and improve the scheduling process.
• Team Leadership & Development:
o Lead, mentor, and develop a team of workforce management analysts and specialists.
o Conduct regular performance reviews, provide constructive feedback, and identify training needs.
o Foster a culture of continuous improvement and data-driven decision-making.
o Ensure proper succession planning.
• Process Improvement & Innovation:
o Identify and implement process improvements to enhance workforce efficiency and effectiveness.
o Stay abreast of industry best practices and emerging workforce management technologies.
o Explore and integrate Generative AI tools and techniques to optimize workforce planning and scheduling, where applicable.
o Utilize and implement six sigma methodologies to improve processes.
• Client & Stakeholder Communication:
o Communicate workforce performance insights and recommendations to clients and internal stakeholders.
o Collaborate with operations and other departments to ensure alignment on workforce strategies.

OTHERS:
Project Shift Schedule: Rotation
Project Rest Day: Rotation
Project/Team Location: Quezon Gateway Tower 2

SKILL AND QUALIFICATIONS:

•    Open to both college graduates and undergraduates with solid experience in Workforce Management
•    Must have at least 12 years of experience in Workforce Management
•    Must have at least 10 years of experience in Leadership role (Director, AVP, President)

#LI-PH

About Accenture

We work with one shared purpose: to deliver on the promise of technology and human ingenuity. Every day, more than 775,000 of us help our stakeholders continuously reinvent. Together, we drive positive change and deliver value to our clients, partners, shareholders, communities, and each other.We believe that delivering value requires innovation, and innovation thrives in an inclusive and diverse environment. We actively foster a workplace free from bias, where everyone feels a sense of belonging and is respected and empowered to do their best work.At Accenture, we see well-being holistically, supporting our people’s physical, mental, and financial health. We also provide opportunities to keep skills relevant through certifications, learning, and diverse work experiences. We’re proud to be consistently recognized as one of the World’s Best Workplaces™.Join Accenture to work at the heart of change.

Visit us at www.accenture.com 

Equal Employment Opportunity Statement

All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by federal, state, or local law.

Job candidates will not be obligated to disclose sealed or expunged records of conviction or arrest as part of the hiring process.

Accenture is committed to providing veteran employment opportunities to our service men and women.