Workforce Services Associate Manager-Voice

 About The Role  

Skill required: Trust & Safety - Workforce Management (WFM)

Designation: Workforce Services Associate Manager

Qualifications:Any Graduation

Years of Experience:10 to 14 years
Accenture is a global professional services company with leading capabilities in digital, cloud and security.Combining unmatched experience and specialized skills across more than 40 industries, we offer Strategy and Consulting, Technology and Operations services, and Accenture Song— all powered by the world’s largest network of Advanced Technology and Intelligent Operations centers. Our 699,000 people deliver on the promise of technology and human ingenuity every day, serving clients in more than 120 countries. We embrace the power of change to create value and shared success for our clients, people, shareholders, partners and communities.Visit us at www.accenture.com
What would you do? You will be responsible for analyzing and reviewing user profiles, audio, videos, and text-based content and/or investigating, escalating and/or resolving issues that are reported by users or flagged by the system. Due to the nature of the role, the individual may be exposed to flashing lights or contrasting light and dark patterns.Content moderation is meaningful work that helps keep the internet safe. It may also be challenging, at times. In the context of this role, individuals may be directly or inadvertently exposed to potentially objectionable and sensitive content (e.g., graphic, violent, sexual, or egregious). Therefore, content moderators need strong resilience and coping skills. We care for the health and well-being of our people and provide the support and resources needed to perform their role responsibilities. Active participation in Accenture’s well-being support program, designed specifically for the Trust & Safety community, provides valuable skills to promote individual and collective well-being.

Review, classify and/or remove content according to client guidelines, using specific tools and channels

Understand and remain updated on changing client policies and guidelines

Investigate, resolve, and relay complex content issues to the broader Trust and Safety team

Strong coping, emotional resilience, and stress-management skills

Excellent comprehension, communication, and (insert language) skills

Ability to perform duties objectively, devoid of inherent biases or personal beliefs, in the best interest of client policies

Strong attention to detail

Comfort synthesizing and analyzing information from multiple streams

Strong critical thinking and decision-making skills

What are we looking for? oAs a WFM Consultant or Associate Manager, you will be responsible for leading and optimizing end-to-end workforce management processes across multiple programs or geographies. You will serve as a strategic partner to operations and leadership teams, ensuring workforce strategies are aligned with business objectives and service delivery excellence.

oDeep expertise in WFM concepts and tools (e.g., NICE, Verint, Aspect).oCore WFM experience of 8 / 10+ years.oAdvanced proficiency in Excel for data analysis and reporting.oExperience in building and managing Excel-based scheduling models and performance dashboards.oFamiliarity with BI tools such as Tableau, QuickSight, Power BI.oHands-on experience in forecasting, scheduling, real-time adherence (RTA), and capacity planning.

oEffective Communication:Ability to influence and engage stakeholders across levels.oStakeholder Management:Build strong relationships with internal and external partners.oStrategic Thinking:Translate operational challenges into scalable WFM solutions.oSelf-Leadership:Operate independently, prioritize effectively, and adapt to dynamic environments.oPresentation Skills:

Deliver insights in a structured and impactful manner to leadership.oInterpersonal Skills:

Foster collaboration and team synergy.oReporting Enhancement:Innovate reporting frameworks to support strategic goals and client engagement.oProcess Documentation:Maintain comprehensive documentation of WFM processes and SOPs.oBusiness Acumen:Understand operational nuances and translate them into actionable workforce

Roles and Responsibilities: oLead complex WFM functions including forecasting, scheduling, real-time monitoring, and capacity planning across multiple accounts or regions.oCollaborate with Operations, PMO, Reporting, and MIS teams to drive workforce alignment with business goals.oAct as a Subject Matter Expert (SME) for WFM tools, methodologies, and best practices.oUtilize AWS cloud-based solutions for advanced forecasting, anomaly detection, and automation of WFM workflows.oEnsure data integrity and consistency across WFM dashboards and reporting systems.oDeliver strategic insights and recommendations to senior stakeholders to support data-driven decision-making.oDrive continuous improvement initiatives in WFM processes and reporting frameworks.
 Qualification Any Graduation