DE033570-Workforce Services Manager

Accenture PLC; Taguig; On-site; PHP 1,800,000 - 2,600,000; Full time

Job summary

Accenture is seeking a Workforce Services Manager in Taguig to lead the WFM, AP and QA teams within a Return to Office setup. The role focuses on managing budgets, enhancing operational maturity, and delivering on contracts and SLAs.

The ideal candidate has deep WFM experience, proven supervisory ability, and a track record of cost optimization and service expansion across shared services, with night shifts and weekend schedules noted for project rest days.

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

WFM management

Leadership

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

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

OTHERS: Project Shift Schedule: Night Shift Project Rest Day: Weekends Off Project/Team Location: Taguig Uptown Bonifacio Tower 3

About Accenture

Accenture is a leading global professional services company that helps the world’s leading businesses, governments and other organizations build their digital core, optimize their operations, accelerate revenue growth and enhance citizen services—creating tangible value at speed and scale. We are a talent- and innovation-led company with approximately 791,000 people serving clients in more than 120 countries. Technology is at the core of change today, and we are one of the world’s leaders in helping drive that change, with strong ecosystem relationships. We combine our strength in technology and leadership in cloud, data and AI with unmatched industry experience, functional expertise and global delivery capability. Our broad range of services, solutions and assets across Strategy & Consulting, Technology, Operations, Industry X and Song, together with our culture of shared success and commitment to creating 360° value, enable us to help our clients reinvent and build trusted, lasting relationships. We measure our success by the 360° value we create for our clients, each other, our shareholders, partners and communities.

Visit us at www.accenture.com

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