DE033570-Workforce Services Manager

Accenture; Philippines; On-site; PHP 900,000 - 1,300,000; Full time

Job summary

Accenture in Taguig is seeking a Workforce Services Manager to lead the WFM and AP/QA teams, overseeing budgets and service delivery in a Return to Office setup.

The role focuses on cost optimization, process improvements, automation, and cross-geography reporting across WFM AP and QA, with a mandate to drive efficiency and growth across contracts.

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 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.

Skills

Workforce management

Supervisory experience

BPO 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:

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

Equal Employment Opportunity Statement

All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by federal, state, or local law.

Job candidates will not be obligated to disclose sealed or expunged records of conviction or arrest as part of the hiring process.

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