---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 Analyst WORK SETUP: Return to Office OVERALL PURPOSE: The Workforce Management Real-Time Analyst is responsible for monitoring and managing intraday performance across multiple teams to ensure service level goals are met. This role plays a critical part in maintaining operational efficiency by analyzing real-time data, adjusting staffing levels. RESPONSIBILITIES: • Monitor real-time queues and agent activities to ensure adherence to schedules and service level targets. • Proactively identify and respond to intraday performance issues, including call volume spikes, absenteeism, and system outages. • Collaborate with Operations, WFM Planners, and Team Leaders to implement schedule changes or mitigation strategies. • Provide timely and accurate intraday reports and performance updates to leadership. • Maintain real-time adherence tools and ensure data integrity. • Recommend process improvements to enhance intraday management and workforce efficiency. • Support special projects and initiatives related to workforce optimization. OTHERS: Project Shift Schedule: Rotation Project Rest Day: Rotation Project/Team Location: Quezon Cyberpark Tower 1

SKILL AND QUALIFICATIONS:

• At least 2 years relevant work experience
• Consider RTA + any of the three other WFM functions (Scheduling, Forecasting, or Capacity Planning)

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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