Global Workforce Operations & Automation Lead

8003 Accenture Inc Company; Taguig; On-site; PHP 1,200,000 - 1,800,000; Full time

Job summary

Accenture is seeking a Workforce Services Manager in Taguig on a return-to-office basis. You will oversee WFM AP and QA cost structures, support sales materials and RFP responses, and drive cost-efficient, scalable delivery across contracts.

The role requires 8–12 years in workforce management with at least 5 years in supervision, and openness to BPO industry work. You will lead a cross-functional team in a dynamic global delivery environment.

Qualifications

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

Responsibilities

• Overall management of the WFM AP and QA cost structure and budget.
• Support the Command Center leads for sales and RFP responses and assist with development of sales material, quotes, demos and tours.
• Look for opportunities to expand the WFM AP and QA service offering into additional contracts.
• Delivery on all contracts / SLAs.
• Drive down costs to serve and expand the shared services model.
• 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.
• Drive operational maturity across all WFM AP and QA groups.
• Cross-geography status or functional reporting for WFM AP and QA.
• Drives innovation between all WFM AP and QA groups.
• Keep the Standard Delivery Solution updated.
• Development of resources under his/her span.

Skills

Workforce management

Supervisory experience

BPO industry knowledge

Job description

Accenture is seeking a Workforce Services Manager in Taguig on a return-to-office basis. You will oversee WFM AP and QA cost structures, support sales materials and RFP responses, and drive cost-efficient, scalable delivery across contracts.

The role requires 8–12 years in workforce management with at least 5 years in supervision, and openness to BPO industry work. You will lead a cross-functional team in a dynamic global delivery environment.