---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 Senior Analyst WORK SETUP: Return to Office Overall Purpose: The role involves monitoring live operational data in a contact center or service environment to ensure alignment with staffing levels, agent performance, call volumes, service level agreements (SLAs), and business goals. Key responsibilities include real-time data monitoring, schedule adjustments Responsibilities: General Responsibilities: • Lead and support a team of analysts, providing training, guidance and performance feedback to maintain accuracy and consistency in Real Time Management team. • Responsible for checking attendance validation, generating reports, and providing status updates for each resource to stakeholders, call outs and communications. • Overseeing service level agreements, ensuring daily targets are met while maintaining control to prevent potential leakages that could lead to revenue loss • Checking for ensuring compliance with overtime are within project requirements and is met during the entire week. • Responsible for outage management, including reporting, issuing notifications, resolution and conducting impact analysis. • Performs admin tasks such as bi-weekly coaching, timecard compliance and Scorecard submission. • Train and mentor staff and act as subject matter experts. OTHERS: Project Shift Schedule: Rotation Shift Project Rest Day: Rotation Off Project/Team Location: Quezon City, Cyberpark Tower 1SKILLS AND QUALIFICATIONS: • At least 3 years relevant work experience; 1 year supervisory • Consider RTA + any of the three other WFM functions (Scheduling, Forecasting, or Capacity Planning) • Open to college undergraduates with relevant experienceAbout Accenture We work with one shared purpose: to deliver on the promise of technology and human ingenuity. Every day, more than 775,000 of us help our stakeholders continuously reinvent. Together, we drive positive change and deliver value to our clients, partners, shareholders, communities, and each other.We believe that delivering value requires innovation, and innovation thrives in an inclusive and diverse environment. We actively foster a workplace free from bias, where everyone feels a sense of belonging and is respected and empowered to do their best work.At Accenture, we see well-being holistically, supporting our people’s physical, mental, and financial health. We also provide opportunities to keep skills relevant through certifications, learning, and diverse work experiences. We’re proud to be consistently recognized as one of the World’s Best Workplaces™.Join Accenture to work at the heart of change.Visit us atEqual Employment Opportunity StatementWe believe that no one should be discriminated against because of their differences. All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, military veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by applicable law. Our rich diversity makes us more innovative, more competitive, and more creative, which helps us better serve our clients and our communities.
