Workforce Services Analyst

Accenture; Gurugram District; On-site; INR 400,000 - 640,000; Full time

Job summary

Accenture is hiring a Workforce Services Analyst in Gurugram, India. You will align with Customer Support to manage customer queries, resolve escalations, and close faults within SLA targets, while supporting forecasting and scheduling to optimize workforce performance.

The role requires 3–5 years in Workforce Management and a graduation. You may work in rotating shifts as part of a dynamic team driving operational excellence.

Qualifications

• 3 to 5 years of experience in WFM.
• Graduation (any) is required.
• Strong analytical and problem-solving skills.

Responsibilities

• Analyze and resolve lower-complexity problems with peers.
• Handle escalations and customer complaints, providing best resolutions.
• Assist in scheduling and performance management based on forecasts and SLAs.

Skills

Workforce Management (WFM)

Education

Graduation

Job description

Skill required:

Workforce Dialer - Workforce Management (WFM)

Designation:

Workforce Services Analyst

Qualifications:

Any Graduation

Years of Experience:

3 to 5 years

Combining unmatched experience and specialized skills across more than 40 industries, we offer Strategy and Consulting, Technology and Operations services, and Accenture Songall powered by the worlds 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.

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.strategic alignment of people and resources to business objectives in ways that optimize and automate scheduling and performance management based on agent availability forecast call volume and revenue targetsAn 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

Primary skill - Workforce Management (WFM) - P5

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