Workforce Services Associate Manager

Accenture India Private Limited; Bengaluru; On-site; INR 1,800,000 - 3,200,000; Full time

Job summary

Accenture India Private Limited is seeking a Workforce Services Associate Manager in Bengaluru to lead and manage workforce dialer initiatives and escalation resolutions within SLA. The role focuses on optimizing outbound calling campaigns and ensuring compliance, while guiding a team through complex problem solving.

The ideal candidate has 10 to 14 years of experience, Graduation, and a strong understanding of WFM processes.

Qualifications

• Any Graduation
• 10 to 14 years of experience

Responsibilities

• Analyze and resolve moderately complex problems
• Develop new solutions or adapt existing methods and procedures
• Understand strategic direction related to team goals
• Primary upward interaction with supervisor or team leads
• Interact with peers and management within Accenture or at a client
• Require minimal guidance on new assignments
• Manage medium-small sized teams or work efforts at a client or within Accenture
• Role may require rotational shifts

Skills

Workforce Dialer - WFM

Education

Graduation

Job description

Workforce Services Associate Manager

Skill required: Workforce Dialer - Workforce Management (WFM)

Designation: Workforce Services Associate Manager

Qualifications: Any Graduation Years of Experience: 10 to 14 years

About Accenture

Accenture is a global professional services company with leading capabilities in digital, cloud and security.Combining unmatched experience and specialized skills across more than 40 industries, we offer Strategy and Consulting, Technology and Operations services, and Accenture Song— all powered by the world’s largest network of Advanced Technology and Intelligent Operations centers. Our 784,000 people deliver on the promise of technology and human ingenuity every day, serving clients in more than 120 countries. We embrace the power of change to create value and shared success for our clients, people, shareholders, partners and communities.Visit us at www.accenture.com

What would you do?

You will be aligned with our Customer Support vertical and help us in managing/ resolving customers query, handling escalations and complaints of the dissatisfied customers & giving best resolutions. You will also be responsible for closing the fault and complaints within SLA s.

Workforce Dialer involves managing automated dialing systems to optimize outbound calling efforts. This role includes setting up and maintaining dialer software, monitoring call performance, and ensuring compliance with regulations. It also involves analyzing call data to improve efficiency and productivity.

The goal is to enhance communication with customers and maximize the effectiveness of the calling campaigns.

An institutional process that maximizes performance levels and competency for an organization.

The process includes all the activities needed to maintain a productive workforce, such as field service management, human resource management, performance and training management, data collection, recruiting, budgeting, forecasting, scheduling and analytics.

What are we looking for?

Workforce Associate Manager

Roles and Responsibilities:

• In this role you are required to do analysis and solving of moderately complex problems
• Typically creates new solutions, leveraging and, where needed, adapting existing methods and procedures
• The person requires understanding of the strategic direction set by senior management as it relates to team goals
• Primary upward interaction is with direct supervisor or team leads
• Generally interacts with peers and/or management levels at a client and/or within Accenture
• The person should require minimal guidance when determining methods and procedures on new assignments
• Decisions often impact the team in which they reside and occasionally impact other teams
• Individual would manage medium-small sized teams and/or work efforts (if in an individual contributor role) at a client or within Accenture
• Please note that this role may require you to work in rotational shifts