Job Opportunity: Workforce Specialist (EH 893)

Job Listing No: 9740000

Job Opportunity: Workforce Specialist (EH 893)

Accenture – Metro Manila – JOB DESCRIPTION Key Responsibilities/Overall Purpose: Achieve customer support service levels by managing call volumes among multiple vendor call centers to ensure optimal performance. Provide continuous interaction with the IDO and vendors to maximize service- level metrics with the intent of achieving service level and contractual objectives across vendors. Act as the real-time monitor for the client Operations team by providing direction, guidelines and performance updates to hit service level goals Job responsibilities: Monitors real time operational service level and provide recommendation to stakeholders Provide periodic reports real time and historical containing performance data to support operations management Be on point for internal and external outages that affect service level and/or performance May be utilized to accomplish one of other WF specialization tasks such as (ID mgt, scheduling, short-term forecasting) Appropriate qualifications: At least 2-3yea… – Permanent – Full-time

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