Job
Description
As a Workforce Services Senior Manager at Accenture, you will be aligned with the Customer Support vertical to manage and resolve customer queries, handle escalations and complaints, and provide optimal resolutions. You will play a crucial role in closing faults and complaints within SLAs while strategically aligning people and resources to business objectives. Your responsibilities will include optimizing and automating scheduling and performance management based on agent availability, forecasted call volume, and revenue targets. This role involves maintaining a productive workforce through activities such as field service management, human resource management, performance and training management, data collection, recruiting, budgeting, forecasting, scheduling, and analytics. **Key Responsibilities:** - Identify and assess complex problems within your area(s) of responsibility - Create solutions requiring in-depth knowledge of organizational objectives - Set strategic direction and establish near-term goals for your area(s) of responsibility - Interact with senior management levels at clients and within Accenture, negotiating or influencing on significant matters - Make decisions with a lasting impact on your area of responsibility and potentially beyond - Manage large teams and/or work efforts at clients or within Accenture - Work in rotational shifts may be required **Qualifications:** - Any Graduation - 16 to 25 years of experience Accenture is a global professional services company with expertise in digital, cloud, and security services. With over 699,000 employees across 120 countries, we deliver technology solutions and human ingenuity to create value for our clients, shareholders, partners, and communities. Visit us at [www.accenture.com](www.accenture.com). In this role, we are looking for individuals who are adaptable, flexible, possess negotiation skills, corporate planning & strategic planning abilities, can establish strong client relationships, and have excellent collaboration and interpersonal skills. Join us at Accenture to drive change and create shared success through your expertise and dedication. As a Workforce Services Senior Manager at Accenture, you will be aligned with the Customer Support vertical to manage and resolve customer queries, handle escalations and complaints, and provide optimal resolutions. You will play a crucial role in closing faults and complaints within SLAs while strategically aligning people and resources to business objectives. Your responsibilities will include optimizing and automating scheduling and performance management based on agent availability, forecasted call volume, and revenue targets. This role involves maintaining a productive workforce through activities such as field service management, human resource management, performance and training management, data collection, recruiting, budgeting, forecasting, scheduling, and analytics. **Key Responsibilities:** - Identify and assess complex problems within your area(s) of responsibility - Create solutions requiring in-depth knowledge of organizational objectives - Set strategic direction and establish near-term goals for your area(s) of responsibility - Interact with senior management levels at clients and within Accenture, negotiating or influencing on significant matters - Make decisions with a lasting impact on your area of responsibility and potentially beyond - Manage large teams and/or work efforts at clients or within Accenture - Work in rotational shifts may be required **Qualifications:** - Any Graduation - 16 to 25 years of experience Accenture is a global professional services company with expertise in digital, cloud, and security services. With over 699,000 employees across 120 countries, we deliver technology solutions and human ingenuity to create value for our clients, shareholders, partners, and communities. Visit us at [www.accenture.com](www.accenture.com). In this role, we are looking for individuals who are adaptable, flexible, possess negotiation skills, corporate planning & strategic planning abilities, can establish strong client relationships, and have excellent collaboration and interpersonal skills. Join us at Accenture to drive change and create shared success through your expertise and dedication.
