Senior Workforce Services Leader: WFM, AP & QA

Accenture in the Philippines; Philippines; On-site; PHP 1,200,000 - 2,000,000; Full time

Job summary

Accenture in the Philippines is seeking a Workforce Services Manager to lead the WFM, AP/QA, and associated cost management functions in a Return to Office environment at Taguig Uptown Bonifacio Tower 3.

You will drive cost-to-serve initiatives, expand service offerings across contracts, oversee SLAs, and push automation and offshoring. The role requires 8–12 years in WFM with at least 5 years of supervisory experience within a BPO setting.

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 WFM AP and QA cost structure and budget.
• Support Command Center leads for sales and RFP responses; assist with sales material, quotes, demos and tours.
• Expand WFM AP and QA service offering into additional contracts.
• Deliver on all contracts / SLAs.
• Drive down costs to serve and expand the shared services model.
• Industrialize BST across all contracts.
• Increase automation, standardization and offshoring strategy for WFM AP and QA.
• Provide direction on cost to serve initiatives.
• Drive operational maturity across all WFM AP and QA groups.
• Cross-geography reporting for WFM AP and QA.
• Drive innovation between all WFM AP and QA groups.
• Keep the Standard Delivery Solution updated.

Skills

Workforce management

Supervisory experience

BPO sector experience

Job description

Accenture in the Philippines is seeking a Workforce Services Manager to lead the WFM, AP/QA, and associated cost management functions in a Return to Office environment at Taguig Uptown Bonifacio Tower 3.

You will drive cost-to-serve initiatives, expand service offerings across contracts, oversee SLAs, and push automation and offshoring. The role requires 8–12 years in WFM with at least 5 years of supervisory experience within a BPO setting.