Workforce Services Senior Manager

Accenture; Bengaluru; On-site; INR 3,200,000 - 5,200,000; Full time

Job summary

Accenture in Bengaluru seeks a senior professional to lead Workforce Management within Customer Support. The candidate will manage dialer-focused WFM activities, resolve escalations, and ensure SLA adherence.

Strong leadership, forecasting, and staffing skills are essential to optimize outbound calling campaigns and maintain performance The role requires 16+ years of experience, graduation, and preference for MBA.

Qualifications

• Any graduation is required.
• MBA will be an advantage.
• Experience: core experience of 16+ years.

Responsibilities

• Manage SLAs, forecast accuracy, schedule adherence, and agent utilization.
• Create annual volume and staffing forecasts.
• Maintain recruitment/ramp plans and raise manpower requirements.
• Predict shrinkages and plan staffing accordingly.
• Track forecast accuracy and deviations; ensure ramp plans meet timelines.
• Monitor scheduling efficiency and optimize hours of operation.

Skills

WFM management

Leadership

Forecasting

Scheduling

Client communication

Mentoring & coaching

Change management

Stakeholder management

Education

Any Graduation

Job description

Skill Required

Workforce Dialer - Workforce Management (WFM)

Designation

Workforce Services Senior Manager

Qualifications

Any Graduation

Years of Experience

16 to 25 years

Role Overview

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

• Nominate sub‑ordinates for suitable training programs sponsored by the organization to enhance their capabilities and skill level.
• Offer cordial work environment and cohesive work relationship to the team members and facilitate performance.
• Coach and mentor sub‑ordinates by involving them in decision‑making process.
• Assist in designing monthly/quarterly rewards recognition schemes.
• Ensure client communication and relationship building, keeping in regular touch with operations/client/CL/ROC on forecasts and Service Level performance and highlighting any deviations wherever applicable.
• Manage all WFM related activities efficiently, considering client requirements.
• Attend conference calls related to WFM and ensure value‑added reports on postmortem analysis of schedules, SL performance, staffing, resource (agents/seats) utilization.
• Qualifications: Any graduation is a must. MBA will be an advantage. Experience: core experience of 15+ years.
• Conflict resolution: Diligently handle issues, escalations and complaints from counterparts at operations and clients end; resolve issues within the team in a timely manner and avoid escalations.
• Build strong support with other departments for operations and data reconciliation.
• Change management: Ensure all equipment, software and configurations required for smooth delivery of services are in place; analyze all change request forms and approve the same; keep in touch with IT; set up and monitor processes related to implementing, testing and reviewing changes and new implementations.

Roles and Responsibilities

Functional Responsibilities:

• Managing Matrices: Ensure following matrices are met (Service Level, Forecast Accuracy, Schedule Adherence, Agent Occupancy and Utilization, Long‑term Forecasting and capacity planning).
• Create annual volume and staffing forecasts.
• Maintain recruitment/ramp plans and raise manpower requirements well in time to meet required staffing.
• Accurately predict shrinkages and plan staffing accordingly.
• Ensure accuracy of forecasts and track deviations.
• Ensure ramp plan is executed as per timelines.
• Track progress from staffing, logistics and change management perspective and highlight deviations.
• Short‑term planning and management: maintain internal forecasts, track forecast accuracy.
• Monitor scheduling efficiency; recommend schedule changes, hours of operation etc. to meet optimum utilization of agents and seats.
• Monitor schedule adherence, ensure offline activities/absenteeism within shrinkage thresholds.
• Ensure contractual requirements and matrices are met as defined.
• Do root‑cause analysis in case of deviations and continuously work on action plans to improve.
• Meet Operations POC regularly and discuss any issues related to WFM processes/volume/staffing.
• Suggest ways to improve utilization, schedules, and operational effectiveness with respect to contractual and internal matrices.
• Responsible for Real‑Time Administration.
• Prepare MIS reports for SLAs, Revenue, Cost monitoring and invoicing on daily/weekly/monthly basis.
• Facilitate staffing and scheduling.
• Responsible for awareness compliance to BS7799.
• Track expenses, revenues and report the same.
• Involved in detailed leadership reporting.
• Ensure accuracy and timeliness of client reporting.
• Track revenue generation to meet budget forecast; take corrective actions if not met.
• Track the revenue leakage and highlight areas for improvement.
• Ensure all necessary records and backups of resolutions of disputes, special approvals and billable information.

People Management:

• Measure team performance; provide feedback and training.
• Build effective vertical and horizontal communication channels.
• Act as a role‑model in terms of performance, behavior, attitude.
• Formulate long‑term plans for development and motivation of the team.

Qualification

Any Graduation