DE033570-Workforce Services Manager

Accenture in the Philippines; Philippines; On-site; PHP 1,200,000 - 2,000,000; Full time

Job summary

Accenture in the Philippines is seeking a Workforce Services Manager to lead the WFM, AP/QA, and associated cost management functions in a Return to Office environment at Taguig Uptown Bonifacio Tower 3.

You will drive cost-to-serve initiatives, expand service offerings across contracts, oversee SLAs, and push automation and offshoring. The role requires 8–12 years in WFM with at least 5 years of supervisory experience within a BPO setting.

Qualifications

• 8–12 years of relevant work experience in workforce management.
• 5 years of supervisory experience.
• Open to resources from any BPO industry.

Responsibilities

• Overall management of WFM AP and QA cost structure and budget.
• Support Command Center leads for sales and RFP responses; assist with sales material, quotes, demos and tours.
• Expand WFM AP and QA service offering into additional contracts.
• Deliver on all contracts / SLAs.
• Drive down costs to serve and expand the shared services model.
• Industrialize BST across all contracts.
• Increase automation, standardization and offshoring strategy for WFM AP and QA.
• Provide direction on cost to serve initiatives.
• Drive operational maturity across all WFM AP and QA groups.
• Cross-geography reporting for WFM AP and QA.
• Drive innovation between all WFM AP and QA groups.
• Keep the Standard Delivery Solution updated.

Skills

Workforce management

Supervisory experience

BPO sector experience

Job description

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 Manager WORK SETUP: Return to Office OVERALL PURPOSE: The Workforce Manager is responsible for managing the WFM and AP/QA functional teams. RESPONSIBILITIES:

• Overall management of the WFM AP and QA cost structure and budget
• To support the Command Center leads for sales and RFP responses & responsible for supporting the sales process by assisting with development of sales material, quotes, demos and tours
• Responsible for looking for opportunities to expand the WFM AP and QA service offering into additional contracts
• Responsible for delivery on all contracts / SLAs
• Focus on driving down costs to serve and looking for opportunities to expand the shared services model
• Drive industrialization of BST across all contracts
• Increase automation, standardization and offshoring strategy for WFM AP and QA
• Provide direction to WFM team on cost to serve initiatives
• Responsible for driving operational maturity across all WFM AP and QA groups
• Responsible for any cross-geography status or functional reporting for WFM AP and QA
• Drives innovation between all WFM AP and QA groups
• Accountable for keeping the Standard Delivery Solution updated
• Responsible for the development of resources under his/her span OTHERS: Project Shift Schedule: Night Shift Project Rest Day: Weekends Off Project/Team Location: Taguig Uptown Bonifacio Tower 3

SKILL AND QUALIFICATIONS:

• 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 Manager WORK SETUP: Return to Office OVERALL PURPOSE: The Workforce Manager is responsible for managing the WFM and AP/QA functional teams. RESPONSIBILITIES:
• Overall management of the WFM AP and QA cost structure and budget
• To support the Command Center leads for sales and RFP responses & responsible for supporting the sales process by assisting with development of sales material, quotes, demos and tours
• Responsible for looking for opportunities to expand the WFM AP and QA service offering into additional contracts
• Responsible for delivery on all contracts / SLAs
• Focus on driving down costs to serve and looking for opportunities to expand the shared services model
• Drive industrialization of BST across all contracts
• Increase automation, standardization and offshoring strategy for WFM AP and QA
• Provide direction to WFM team on cost to serve initiatives
• Responsible for driving operational maturity across all WFM AP and QA groups
• Responsible for any cross-geography status or functional reporting for WFM AP and QA
• Drives innovation between all WFM AP and QA groups
• Accountable for keeping the Standard Delivery Solution updated
• Responsible for the development of resources under his/her span OTHERS: Project Shift Schedule: Night Shift Project Rest Day: Weekends Off Project/Team Location: Taguig Uptown Bonifacio Tower 3

SKILL AND QUALIFICATIONS:

• 8-12 years of relevant work experience in workforce management
• 5 years of supervisory experience
• Open to resources from any BPO industry