Real Time Agent with English

Job description

Accenture Operations provides business process services for specific functions, including finance and accounting; procurement and supply chain; and marketing & sales. We operate business processes with a combination of talent and data, artificial intelligence, analytics and digital technologies, helping clients to improve their productivity, customer experience and performance.

What will you do:

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Adoption and communication of global intraday and scheduling guidelines to appropriate stakeholders

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Enforce real time adherence in all Work Types and Markets within the scope of operation

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Monitor the volumes at interval level, as well as the proper use of activity codes, overall onsite/offsite shrinkage, variations in AHT, and any other real time events that contribute or impact negatively in the execution of planned productivity hours to meet SLAs

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Provide visibility and reporting capabilities of main Key metrics related to intraday and scheduling functions such as adherence, shrinkage components, projected interval compliance, and bidding completion

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Creation and optimization of schedule shells, allocating productive time based on interval level staffing needs, following local specific labour laws

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Appropriate distribution of programmed shrinkage (activity codes) to help ensure the accuracy of projections related to productive staffing commitment

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Develop and maintain a scheduling matrix for the site; adequately updating information related to labor laws, shift types, and other considerations required to appropriately perform scheduling tasks

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Recognize and communicate challenges and areas of improvement during, and after scheduling cycles; providing solutions to meet staffing expectations a interval level

Desired profile

Qualifications :

What do we expect from you?

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Excellent English skills

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Willing to work on shifts – nice to have

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3+ years of tenure in WFM intraday and scheduling positions

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Proven experience in operating and directly handling a scope of more than 500 FTEs

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Proven experience in scheduling distribution/bidding of more than 2000 FTEs

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Creative and problem solving oriented

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Know-how in managing real time adherence in different lines of business in a multi-skill environment simultaneously (shrinkage, outages, under/overstaffing, etc.)

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Proactive and able to take decisions based on real time situations

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Knowledge of WFM tools (Aspect, Verint, IEX) - Aspect preferable

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Advanced Excel skills (LOOKUP, INDEX, IFS, pivot tables, MATCH, table arrays, macros)

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Studies in Engineering, Business Administration or related fields

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Experience working with internal/external stakeholders in multiple geographic regions

What we offer:

·  Using foreign language and new technology solutions daily, cooperating with various global Clients.
·  Constant support and clear development path from your first day at office – dedicated Buddy, who will help you in adjusting to the new workplace.
·  Focus on your strengths and continuous feedback enable fast professional growth, as well as new skills building by various online and classroom trainings.
·  Inclusion and diversity in practice: truly multicultural environment; we support LGBT, people with disabilities and parents. In our culture of equality, people are truly valued for their differences and free to be who they are.
·  A flexible approach that allows an appropriate work-life balance where sports activities, outings, volunteering initiatives are part of our regular day-to day life.
·  Commitment to reducing our environmental impact in terms of carbon, water and waste across Accenture facilities and in the communities in which we work and live by joining different initiatives.
·  Full work comfort – private medical care, life insurance, access to MyBenefit platform, bonuses for referring new employees.
·  Modern, ecological office in city center with convenient connection for all means of transport (incl. chill room, game room, free bicycle parking and coffee-breaks at terrace).