Workforce Services Associate Manager

Accenture in India; Bengaluru; On-site; INR 1,800,000 - 2,800,000; Full time

Job summary

Accenture in India is seeking a Workforce Services Associate Manager to lead workforce dialer management and support operations in a customer-centric environment. The role emphasizes resolving escalations, meeting SLAs, and optimizing outbound calling campaigns.

The position requires extensive experience in workforce management and strong analytical skills to drive efficiency and productivity while coordinating with senior leadership and client teams.

Qualifications

• Graduation is mandatory.
• 10–14 years of relevant experience.
• Experience with customer support operations is preferred.

Responsibilities

• Perform analysis and solve moderately complex problems.
• Develop and implement solutions leveraging existing methods and procedures.
• Understand the strategic direction set by senior management as it relates to team goals.
• Interact primarily with direct supervisor, team leads, and peers across Accenture.
• Manage medium-small sized teams or work efforts at a client or within Accenture.
• Be prepared to work in rotational shifts.

Skills

Workforce Dialer - WFM

Education

Any Graduation

Job description

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 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