-Acts as 1st level of escalation in terms of misses in SL or challenges with Operations in executing real time action plans.

-Functions as 1st level of escalation in terms of reporting inquiries or troubleshooting of reports. Provides input to WFM team in terms of conceptualizing reports that drive efficiency to the team and also help in Operations performance.

-Provide training and conduct knowledge transfer sessions to other workforce management members especially new members on tools and function as go-to person when there are inquiries arise from Operations.

-Primarily responsible to generate performance reports and provide input and recommendation on reporting, and analysis based on performance trends.

-Required to follow the planned data collection, including the types of data and time of data to be captured

-Automate reports to reduce inefficiencies by designing macros.

•Bachelor's degree holder and undergraduates with relevant work experience •With advance knowledge in real time management and exhibits strong decision making skills in executing real time action plans •With workforce management background. •In depth and excellent knowledge in using Avaya CMS application •Excellent Knowledge in using Microsoft Excel.


Accenture is a global management consulting, technology services and outsourcing company. Combining unparalleled experience, comprehensive capabilities across all industries and business functions, and extensive research on the world’s most successful companies, Accenture collaborates with its clients to help them become high-performance businesses and governments.

Working with Accenture in the United States,  you can join ranks with more than 211,000 people in 120 countries and work with clients in nearly every major industry worldwide, including 96 of the Fortune Global 100, more than three-quarters of the Fortune Global 500 and government agencies around the world. Accenture’s people build careers in different areas of business, specifically Consulting, Technology and Outsourcing, as well as within our internal corporate functions.

With the breadth of talent our people have, they not only build strong careers, they offer their talents and skills to help clients and communities around the world.

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