Workforce Services Representative

Role overview

Accenture is hiring a Contact Center Workforce Management Specialist to help improve operational performance through workforce planning, analysis, and process discipline. The role focuses on supporting efficient business delivery, raising service quality, and contributing to ongoing improvement in a team-oriented environment.

Key responsibilities

• Carry out standard business process activities according to set procedures and service expectations.
• Use workforce management expertise to assist with contact center capacity planning, scheduling, and performance monitoring.
• Work in line with company policies, security controls, and risk management requirements.
• Spot workflow inefficiencies and suggest practical ways to improve speed, quality, and service outcomes.
• Partner with colleagues across functions to maintain strong operational standards.
• Support programs aimed at improving quality, productivity, and overall process effectiveness.
• Take part in team discussions focused on solving problems and driving continuous improvement.

Requirements

• Advanced knowledge of contact center workforce management.
• Advanced ability in customer service assessment and planning.
• Strong track record of following documented processes while maintaining accuracy and quality.
• Good analytical mindset with solid problem-solving ability.
• Capability to manage operational risk and work within compliance standards.
• Strong teamwork and collaboration skills.
• High School Diploma or GED in a relevant field.

Preferred qualifications

• Advanced skills in reporting design and development.
• Some experience with process analysis.
• Working knowledge of quality assurance practices.
• Basic data interpretation ability.
• Entry-level communication skills with the confidence to engage stakeholders.

About the company

The organization operates with a shared purpose of combining technology and human ingenuity to support continuous reinvention for clients, partners, shareholders, communities, and employees. It emphasizes innovation, inclusion, belonging, and a workplace where people are respected and empowered to do their best work.

Well-being is approached broadly, with support for physical, mental, and financial health. Employees are also encouraged to keep their skills current through certifications, learning opportunities, and varied work experiences. The company is widely recognized as one of the World's Best Workplaces.

Equal employment opportunity

Hiring decisions are made without discrimination based on age, race, creed, color, religion, sex, national origin, ancestry, disability, veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status, or any other protected status under applicable law.