Workforce Management Associate
Accenture Philippines
- Mandaluyong, PhilippinesRobinsons Cybergate Towers 1, 2 and 3, EDSA cor. Pioneer Street, Mandaluyong City, Manila, 1554 Metro Manila, Mandaluyong, Metro Manila, PhilippinesMandaluyongMetro ManilaPhilippinesPhilippines
- Full timeFULL_TIME
Expired 3 years ago
2021-06-04T16:00:00+00:00Job closed.
Job Description
The Workforce Services Associates / Real Time Analyst are responsible for driving delivery and optimizing team performance by working closely with clients and working on achieving their goals. Tasks may also include:
- Real-time adherence and queue management for business operations
- Monitoring and managing site activities to support client/account service level agreements
- Ensuring scheduled team logins/ logout on time, and managing, controlling and reporting non-adherence to schedules.
- Managing required real-time reporting requirement deliverables via service menus and ad-hoc requirements
- Being the point of contact for processing and identifying schedule exceptions (e.g. trainings, coaching) including minimum length, approval, data entry responsibilities, and tracking.
Minimum Qualifications
- Bachelor’s degree holder
- At least 6 months to 1 year working experience and a working knowledge of using Real Time Management systems (e.g. Avaya, CUIC, Genesys, In Contact)
- Must be familiar with DANER approach in monitoring real time activities.
- Knowledgeable in using Microsoft Excel.
- Knowledgeable on monitoring real time agent adherence and escalate to proper channels
Required Skills
- WorkForce Software EmpCenter Time and Attendance
Jobs Summary
- Job Level
- Entry Level / Junior, Apprentice
- Job Category
- Customer Service
- Educational Requirement
- Bachelor's degree graduate
- Recruiter response to application
- Always
- Office Address
- Robinsons Cybergate Towers 1, 2 and 3, EDSA cor. Pioneer Street, Mandaluyong City, Manila, 1554 Metro Manila
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About Accenture Philippines
Accenture is a leading global professional services company, providing a broad range of services and solutions in strategy, consulting, digital, technology and operations. We help organizations maximize their performance and achieve their vision. We develop and implement technology solutions to improve our clients’ productivity and efficiency — and may run parts of their operations on their behalf. Ultimately, we enable our clients to become high-performance businesses and governments. With approximately 442,000 people serving clients in more than 120 countries, Accenture drives innovation to improve the way the world works and lives.