Workforce Services Analyst

Accenture in India; Gurugram District; On-site; INR 500,000 - 800,000; Full time

Job summary

Accenture in India is seeking a Workforce Services Analyst to support Customer Support by resolving customer queries, managing escalations, and ensuring fault closures within SLAs. The role emphasizes WFM planning, scheduling, and analytics to optimize workforce performance.

You will be aligned with our Customer Support vertical and contribute to strategic workforce management in a dynamic environment, including potential rotational shifts.

Qualifications

• Any graduation
• 3–5 years of experience

Responsibilities

• Manage resolving customer queries, escalations and complaints with effective resolutions.
• Close faults and complaints within SLAs.
• Strategic alignment of people and resources to business objectives to optimize scheduling and performance management.
• Maintain a productive workforce through HR processes, data collection, budgeting, forecasting, scheduling and analytics.

Skills

Workforce Dialer - Workforce Mgmt (WFM

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. We embrace the power of change to create value and shared success for our clients, people, shareholders, partners and communities.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.
• 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 targets
• 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?
• 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