Real Time Planner Specialist with English

Accenture is a leading global professional services company that helps the world’s leading businesses, governments and other organizations build their digital core, optimize their operations, accelerate revenue growth and enhance citizen services—creating tangible value at speed and scale. We are a talent and innovation-led company with 738,000 people serving clients in more than 120 countries. Technology is at the core of change today, and we are one of the world’s leaders in helping drive that change, with strong ecosystem relationships. We combine our strength in technology with unmatched industry experience, functional expertise and global delivery capability. We are uniquely able to deliver tangible outcomes because of our broad range of services, solutions and assets across Strategy & Consulting, Technology, Operations, Industry X and Accenture Song. These capabilities, together with our culture of shared success and commitment to creating 360° value, enable us to help our clients succeed and build trusted, lasting relationships. We measure our success by the 360° value we create for our clients, each other, our shareholders, partners and communities.
In Romania, Accenture operates since 2006 and now has more than 4500 people in Bucharest, Timisoara, Iasi, Brasov, Cluj-Napoca and Targu Mures who offer solutions in Strategy & Consulting, Technology, Industry X & Intelligent Operations to our clients from Banking & Insurance, Telecommunications, Automotive, Retails, Energy, FMCG & more.

In order to APPLY for this role, please use Accenture platform.
No other applications will be considered.

• Minimum 6 months experience in a workflow management (WFM) focused role
• Experience working with WFM tools ( eWFM, Genesys) would be beneficial but is not essential
• Experience identifying root causes and the corresponding action items to improve and/or sustain performance
• Experience collating and understanding reports
• Knowledge and understanding of business key performance indicators
• Good working knowledge in MS Office (especially Outlook and Excel)
• Willingness to work on a shifting schedule as needed (10:00 – 19:00 ; 16:00 – 01:00);

• Monitor intraday performance
• Monitor agent status and queue times
• Adjust coverage depending on business needs (including at short notice)
• Send regular reports to management
• Communicate/collaborate with stakeholders on real time performance
• Professionally raise escalations on performance or technology to the appropriate team
• Highlight root causes on the delivery of performance (volume, Average Handling Time, staffing)
• Maintain data of all real time reports for consolidation
• Manage the seating plan of the office to ensure collaboration
• Manage attrition reports
• Create working roster to ensure adequate coverage
• Issue details tracking for reference
• Track all the items worked on real time perspective, including the owners, target completion and status including items raised during governance.

Benefits package

• Professional growth opportunities that recognize individual contributions and performance;
• Friendly work environment, being surrounded by professional colleagues;
• An experienced Career Counselor to guide you and check on your progress;
• Extensive training through a variety of methods – online, classroom, etc;
• A flexible approach that allows an appropriate work/life balance, where fun outings, sports activities and volunteering initiatives are part of our regular day-to-day life.
• Attractive and thorough benefits package including: coverage of public transportation, private medical services, private pension, life insurance, gym subscription or medical services for a member of the family, meal vouchers for each working day, interactive library subscription.