Workforce Services Analyst

Accenture; Bengaluru; On-site; INR 600,000 - 1,000,000; Full time

Job summary

A leading consulting firm in Karnataka is looking for a Workforce Services Analyst to enhance communication with customers through effective management of automated dialing systems. The role requires a graduation degree and 3 to 5 years of experience. Candidates should have a knack for problem-solving, be ready to work rotational shifts, and be adept at analyzing call data. This position is integral to optimizing outbound calling efforts and resolving customer complaints efficiently.

Qualifications

• 3 to 5 years of experience in a relevant field.
• Ability to analyze and solve lower-complexity problems.
• Willingness to work in rotational shifts.

Responsibilities

• Analyze and resolve customer queries and complaints.
• Manage automated dialing systems to optimize calling efficiency.
• Monitor call performance for compliance and improvements.
• Collaborate with peers and update supervisors as necessary.
• Contribute to team success with focused individual tasks.

Education

Any Graduation

Job description

About The Role

Skill required: Workforce Dialer - Workforce Management (WFM)

Designation: Workforce Services Analyst

Qualifications: Any Graduation

Years of Experience: 3 to 5 years

What would you do?

You will be aligned with our Customer Support vertical and help us in managing/ resolving customers query, handling escalations and complaints of the dissatisfied customers & giving best resolutions. You will also be responsible for closing the fault and complaints within SLA s. Workforce Dialer involves managing automated dialing systems to optimize outbound calling efforts. This role includes setting up and maintaining dialer software, monitoring call performance, and ensuring compliance with regulations. It also involves analyzing call data to improve efficiency and productivity. The goal is to enhance communication with customers and maximize the effectiveness of the calling campaigns. An institutional process that maximizes performance levels and competency for an organization. The process includes all the activities needed to maintain a productive workforce, such as field service management, human resource management, performance and training management, data collection, recruiting, budgeting, forecasting, scheduling and analytics.

What are we looking for?

Ramp demand

Roles and Responsibilities

• In this role you are required to do analysis and solving of lower-complexity problems
• Your day to day interaction is with peers within Accenture before updating supervisors
• In this role you may have limited exposure with clients and/or Accenture management
• You will be given moderate level instruction on daily work tasks and detailed instructions on new assignments
• The decisions you make impact your own work and may impact the work of others
• You will be an individual contributor as a part of a team, with a focused scope of work
• Please note that this role may require you to work in rotational shifts

Qualification

Any Graduation