Workforce Services Manager

Skill required: Workforce Dialer - Workforce Management (WFM)
Designation: Workforce Services Manager
Qualifications:Any Graduation
Years of Experience:13 to 18 years
About Accenture
Accenture is a global professional services company with leading capabilities in digital, cloud and security.Combining unmatched experience and specialized skills across more than 40 industries, we offer Strategy and Consulting, Technology and Operations services, and Accenture Song— all powered by the world’s largest network of Advanced Technology and Intelligent Operations centers. Our 784,000 people deliver on the promise of technology and human ingenuity every day, serving clients in more than 120 countries. We embrace the power of change to create value and shared success for our clients, people, shareholders, partners and communities.Visit us at www.accenture.com
What would you do? • Workforce Services provides integrated forecasting, capacity planning, workforce optimization and analytics for back-office and shared-services operations. The offering connects demand, skills, staffing, productivity and financial plans to improve resource utilization, service delivery, cost efficiency and workforce readiness across portfolios. • Lead the workforce planning cycle from demand intake and historical trend analysis through forecasting, capacity modelling, staffing plans, governance and performance reviews. Monitor forecast accuracy, backlog, productivity, utilization and hiring variance; run scenarios, identify capacity risks and coordinate mitigation with Operations, Finance, HR, Recruitment, Transition and Client teams. • Expertise in forecasting, capacity planning, scheduling governance, workload modelling and workforce optimization for back-office operations. Strong analytical, financial and business acumen, with advanced Excel and hands-on Power BI, Power Query, Power Apps and Power Automate capability. Excellent stakeholder communication, business storytelling, problem solving and people leadership skills.
What are we looking for? • Experienced Workforce Management leader with 12 to15 years of overall experience, including at least 8 years in forecasting, capacity planning, workforce analytics or operations strategy and 3 to 5 years in people and stakeholder leadership. The candidate should be able to manage multiple portfolios, translate business demand into practical staffing strategies, influence senior stakeholders, build robust governance and deliver measurable improvements in accuracy, productivity, utilization and cost. Bachelors degree is required; global delivery or shared to services experience is preferred
Roles and Responsibilities: • Lead short, medium and long term forecasting and capacity planning across back office and shared-services programs. • Build demand forecasts using historical performance, business drivers, seasonality, growth assumptions and operational inputs. • Convert demand into workload models, staffing plans, hiring forecasts and capacity strategies aligned with SLAs, budgets and delivery commitments. • Run scenarios; identify capacity gaps, risks, assumptions and dependencies, and define mitigations with clear ownership. • Balance demand and supply through hiring, cross skilling, redeployment, productivity improvement and automation opportunities. • Govern utilization, occupancy, productivity, backlog, forecast accuracy, hiring variance and resource fulfilment timelines across portfolios. • Support transition, rampup, stabilization and ramp down planning, ensuring workforce readiness at each stage. • Develop and maintain executive dashboards, reports and scorecards using advanced Excel, Power BI and related reporting tools. • Use Power Query, Power Apps and Power Automate to simplify, standardize and automate workforce processes. • Analyse trends, translate findings into actions and present capacity outlooks to senior stakeholders. • Align workforce plans with financial targets; monitor cost to serve and identify FTE optimization, productivity and margin improvement opportunities. • Partner with Operations, Finance, HR, Recruitment, Transition, Technology, Client Leadership and Delivery teams to resolve planning constraints. • Lead workforce governance forums, drive timely decisions and promote adoption of standard planning practices across accounts and functions. • Lead, coach and mentor workforce specialists, analysts and leads; set performance expectations and strengthen team capability. • Foster accountability, innovation and continuous improvement while ensuring reporting accuracy and governance compliance.