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DE030783-Workforce Services Specialist

Talentmate

Philippines

14th November 2025

2511-18702-64

Job Description

POSITION TITLE: Workforce Services Specialist WORK SETUP: Return to Office RESPONSIBILITIES:

Mechanize the collection of all historical data for trending – call volume, AHT, Service Level and shrinkage factors. Trending needs to be provided down to the interval level.

Standardize the methods to be used for trending call volume, AHT, service level and Shrinkage

Analyze call center trends to generate staffing requirements for the Long Range, Hiring and Training and Short Range forecasts and consistent delivery of accurate staffing forecasts.

Serve as forecasting Subject Matter Expert

Effectively work with stakeholders in communicating forecast and agent capacity requirements and ensure vendor/operations deliver to monthly forecast obligations

Participate in internal and client project initiatives related to forecasting practice OTHERS: Project Shift Schedule: Rotation Shift Project Rest Day: Rotation Off Project/Team Location: Mandaluyong, Robinsons Cybergate Tower 2

SKILLS AND QUALIFICATIONS:

At least 5 years relevant work experience; 3 years supervisory

Should have end to end WFM experience including all WFM functions (RTA, Scheduling, Forecasting, and Capacity Planning)

Job Details

Role Level:	Entry-Level	Work Type:	Full-Time
Country:	Philippines	City:	Mandaluyong National Capital Region
Company Website:	https://www.accenture.com/ph-en	Job Function:	Human Resources (HR)
Company Industry/ Sector:	Software Development

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