DE033699-Workforce Services Associate

Accenture in the Philippines; Mandaluyong; On-site; PHP 279,000 - 446,000; Full time

Job summary

Accenture in the Philippines is seeking a Workforce Services Associate for its Return to Office setup in Mandaluyong. The role focuses on driving delivery of metrics and optimal performance through continuous stakeholder interaction to meet contractual objectives.

You will monitor Real-Time Adherence, manage queue activities, and ensure timely logins/logouts while updating attendance and reporting requirements.

Qualifications

• 6 months to 2 years real-time adherence (RTA) experience.
• Proficient in MS Office (Word, Excel, PowerPoint).
• Experience with WFM tools is a plus (eWFM, IEX, CMS Avaya, Blue Pumpkin, Aspect).

Responsibilities

• Monitor and manage Real-Time Adherence and queue management to support SLAs.
• Ensure scheduled logins/logouts on time and report nonadherence.
• Update attendance and schedule swaps in prescribed formats.
• Produce real-time reporting deliverables via service menus and ad-hoc requests.
• Serve as point of contact for schedule exceptions including approvals and data entry.

Skills

RTA experience

MS Office

WFM Tools familiarity

Tools

eWFM

IEX

CMS Avaya

Blue Pumpkin

Aspect

Job description

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.

• 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)

Requirements: