Workforce Services Associate Manager

Accenture; Bengaluru; On-site; INR 3,000,000 - 4,200,000; Full time

Job summary

Accenture in Bengaluru seeks a Workforce Services Associate Manager to lead and optimize customer support workflows within Workforce Management. You will guide dialer-driven campaigns, manage escalations, and ensure SLA-compliant resolutions for challenging customer issues.

The role emphasizes analyzing call data, supervising teams, and aligning actions with strategic directions from senior management. Rotational shifts may be required.

Qualifications

• Experience in workforce management and dialer systems.
• Strong ability to analyze and resolve moderately complex problems.
• Ability to work in rotational shifts.

Responsibilities

• Analyze and solve moderately complex problems.
• Develop new solutions or adapt existing methods.
• Guide teams and interact with senior management in line with goals.
• Supervise medium-small teams on client projects.
• Handle client interactions and escalations as needed.

Skills

Dialer management

Customer support

Education

Graduation

Tools

Dialer software

Job description

Skill required

Workforce Dialer - Workforce Management (WFM)

Designation

Workforce Services Associate Manager

Qualifications

Any Graduation

Years of Experience

10 to 14 years

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
• 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

Qualification

Any Graduation