DE033699-Workforce Services Associate

Accenture PLC; Mandaluyong; On-site; PHP 320,000 - 460,000; Full time

Job summary

Accenture is seeking a Workforce Services Associate to support real-time operations at Mandaluyong—return to office. The role centers on adherence, queue management, and attendance reporting to meet client SLAs. You will monitor real-time adherence, ensure login/logout on time, update attendance, and generate required reports.

Strong MS Office skills and basic WFM tool exposure are a plus. Work location is Mandaluyong Robinsons Cybergate Tower 2 with on-site collaboration and shift rotations as

Qualifications

• At least 6 months to 2 years RTA experience; other WFM experience is a plus but not required.
• Good knowledge in MS Office (Word, Excel, PowerPoint)
• No specific tool requirement; good to have if with experience in WFM Tools (ex. eWFM, IEX, CMS Avaya, Blue Pumpkin, Aspect)

Responsibilities

• Monitor Real-Time Adherence and manage queues to support SLAs.
• Ensure scheduled logins/logouts on time and report nonadherence.
• Update attendance and schedule swaps per prescribed formats.
• Produce real-time reports and ad-hoc deliverables.
• Identify schedule exceptions and track approvals and data entry.

Skills

Real-Time Adherence

Queue Management

MS Office

Tools

eWFM

IEX

CMS Avaya

Blue Pumpkin

Aspect

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 Associate

WORK SETUP

Return to Office

OVERALL PURPOSE

The Workforce Services Associate is responsible for driving delivery of metrics and optimal performance through continuous interaction with stakeholders with the intent of achieving contractual objectives and corporate goals.

RESPONSIBILITIES

• Responsible for Real-Time Adherence and Queue Management for Business Operations. Specifically, the primary responsibility of the individual is to monitor and manage site activities to support client/account service level agreements.
• Responsible for ensuring scheduled team logins/ logout on time, manage, control and report nonadherence to schedules.
• Adheres to prescribed formats in updating attendance, schedule swaps
• Manages required real time reporting requirement deliverables via service menus and ad-hoc requirements.
• Acts as Point of Contact in processing and identifying schedule exceptions (e.g. training, coaching) including minimum length, approval, data entry responsibilities, and tracking.

OTHERS

Project Shift Schedule: Rotation

Project Rest Day: Rotation

Project/Team Location: Mandaluyong Robinsons Cybergate Tower 2

SKILL AND QUALIFICATIONS

• At least 6 months to 2 years RTA experience; other WFM experience is a plus but not required.
• Good knowledge in MS Office (Word, Excel, PowerPoint)
• No specific tool requirement; good to have if with experience in WFM Tools (ex. eWFM, IEX, CMS Avaya, Blue Pumpkin, Aspect)

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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