Workforce Services Analyst

Accenture in India; Bengaluru; On-site; INR 420,000 - 540,000; Full time

Job summary

Accenture in India is seeking a Workforce Services Analyst to join the Customer Support vertical in Bengaluru. You will analyze and resolve customer queries, handle escalations, and ensure solutions are delivered within SLA.

The role involves managing a Workforce Dialer and applying Workforce Management practices to optimize outbound calling campaigns. The position may require rotational shifts and collaboration with peers and supervisors to maintain service levels and drive continuous

Qualifications

• Any Graduation is required.
• 3 to 5 years of experience in related roles.

Responsibilities

• Resolve customer queries and manage escalations within SLAs.
• Close faults and complaints in a timely manner.
• Analyze call data to improve efficiency of outbound campaigns.
• Collaborate with peers and supervisors; limited client exposure.
• Be prepared for rotational shifts.

Skills

Workforce Dialer

Workforce Management

Education

Any Graduation

Job description

Skill required: Workforce Dialer - Workforce Management (WFM)
Designation: Workforce Services Analyst
Qualifications:Any Graduation
Years of Experience:3 to 5 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. Visit us at www.accenture.com
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? Workforce Service Analyst Workforce Service Analyst
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