Workforce Management (WFM) Lead

The Workforce Management (WFM) Lead achieves client requirements and service levels by accurately forecasting, planning and scheduling work volumes and/or staff to ensure optimal performance. Provide ongoing and frequent interaction with management operations, staff, and clients, as required, to achieve optimum results. Ensure accurate reporting across all SLAs and KMs.

Key Responsibilities:

• Responsible for driving corporate initiatives, delivery of metrics and optimal performance of the group through continuous interaction with stakeholders with the intent of achieving contractual objectives and corporate goals.
• Participates in the action and strategic planning process that establishes annual objectives and goals for the program/location
• Analyze current and historical work volumes and patterns, handle time, productivity trends/patterns and all future work and staffing requirements to ensure client SLAs are delivered
• Analyze current and future work handling resources, attrition trends, learning curve, shrinkage, productivity factors, desk availability and shift requirements, to develop staffing plan. Plan includes optimum skill set mix, replacement and recruiting timing, training and cross training details
• Provide agreed upon monthly staffing volume forecasts and assist with breakdown to daily forecasts as required
• Responsible for delivery on contract SLAs
• Gather data, prepare and publish directed operational, performance, adhoc and client reports, ensuring the accuracy of the results
• Develop, document and maintain methods and procedures
• Manages internal and external audit with processes and controls.
• Respond to client requests in an accurate and timely manner
• Maintain a detailed record of activities, actions and impacts
• Analyze delivery center shrinkage, make recommendations regarding reduction and provides shrinkage targets and vacation allowances when required
• Analyses intraday statistics, delivery center performance, service levels and scheduling statistics to recommend courses of action in balancing service levels to business and agent/staff requirements
• Ensure timely distribution of accurate monthly schedules
• Track and report employees' adherence to schedule, using workforce software where applicable
• Make configuration changes to the scheduling system as required
• Serve as a Workforce Matter Expert, train and mentor new and less experienced team members
• Will coordinate with different functional heads / teams. This would include the Operations head / team, Finance team, HR team and other functions for all transactional and strategic requirements.
• Provide Operations Director/Managers with input on possible resolutions and recommendations. Provide solutions to escalated issues and updates on account SLA concerns.
• This position will be responsible for the management of all employees reporting directly under him / her.
• Serve as a resource for training and reporting of WFM efficiencies, account/team/individuals statistical analysis and process improvement.
• Participate in client presentations, client calls, and quarterly business reviews to represent the workforce management department

Role Requirements:

• This is an onsite in San Antonio, TX
• Must be flexible to work any shift between 7:00 am 11:00 pm CT including weekends and holidays

Basic Qualifications:

• Minimum of at least 3 years experience in supervisory/management role for workforce management (RTA/Real Time Adherence, Scheduling, Capacity Planning and/or Forecasting)
• Minimum of 3 years experience in a client facing role

Preferred Qualifications:

• Ability to work independently, multi-task and meet deadlines
• Ability to lead, motivate and develop teams
• Analytical interpretation of data
• Proficiency in Microsoft Office tools
• Excellent written and verbal communication skills
• Well-developed analytical skills and the ability to provide clarity to complex issues and synthesize large amounts of information
• An ability to identify the root causes of issues by analyzing patterns and trends
• Demonstrates knowledge in real time management and exhibits decision making skills in executing real time action plans
• Experience managing projects and initiatives related to workforce management
• Ability to adapt to changing business needs and priorities

Compensation at Accenture varies depending on a wide array of factors, which may include but are not limited to the specific office location, role, skill set, and level of experience. As required by local law, Accenture provides a reasonable range of compensation for roles that may be hired in California, Colorado, District of Columbia, Illinois, Maryland, Minnesota, New Jersey, New York or Washington as set forth below.
We accept applications on an on-going basis and there is no fixed deadline to apply.

Role Location Annual Salary Range

California $73,800 to $182,600

Colorado $73,800 to $157,800

District of Columbia $78,500 to $168,000

Illinois $68,300 to $157,800

Minnesota $73,800 to $157,800

Maryland $73,800 to $157,800

New York/New Jersey $68,300 to $182,600

Washington $78,500 to $168,000

Requesting an Accommodation

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