Workforce Services Analyst

Accenture PLC; Hyderabad; On-site; INR 450,000 - 550,000; Full time

Job summary

Accenture is hiring a Workforce Services Analyst to support the Customer Support vertical in Hyderabad. You will analyze and resolve workforce-related queries, manage escalations, and ensure resolution within SLA targets.

The role focuses on aligning people and resources for scheduling, forecasting, and analytics to drive performance. Ideal candidates bring 3–5 years of experience, strong Excel and PowerPoint skills, and the ability to work effectively in a team while adapting to shift

Qualifications

• Graduation completed and relevant to the role.
• Experience in workforce management analytics preferred.
• Strong communication and teamwork abilities.

Responsibilities

• In this role you analyze and solve lower-complexity problems.
• Day-to-day interaction is with peers before updating supervisors.
• May have limited exposure with clients and/or management.
• Follow moderate instructions on daily tasks and new assignments.

Skills

Adaptable and flexible

Written and verbal communication

Ability to meet deadlines

Ability to work well in a team

Workforce Analytics

Workforce Experience Analytics

Ability to perform under pressure

Education

Graduation (Any)

Tools

Microsoft Excel

Microsoft PowerPoint

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?

• Workforce Management (WFM) - P3
• Microsoft Excel
• Microsoft PowerPoint
• Adaptable and flexible
• Ability to perform under pressure
• Written and verbal communication
• Ability to meet deadlines
• Ability to work well in a team
• Workforce Analytics
• Workforce Experience Analytics

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 before updating supervisors.
• In this role you may have limited exposure with clients and or 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

Any Graduation

About Accenture

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 approximately 791,000 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 and leadership in cloud, data and AI with unmatched industry experience, functional expertise and global delivery capability. Our broad range of services, solutions and assets across Strategy & Consulting, Technology, Operations, Industry X and Song, together with our culture of shared success and commitment to creating 360° value, enable us to help our clients reinvent 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. Visit us at www.accenture.com

Equal Employment Opportunity Statement

We believe that no one should be discriminated against because of their differences. All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, military veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by applicable law. Our rich diversity makes us more innovative, more competitive, and more creative, which helps us better serve our clients and our communities.

Bring your incredible skills and join our global team of innovators. We come together from different backgrounds across the world and work with the latest technologies to create value and growth for our clients. With us, you’ll continue to learn and grow so you can advance in your career. Your personal dreams and ambitions are just as important to us; that’s why we offer support any way we can—when you thrive, we all thrive.

Explore your next step at Accenture Belong. Grow. Thrive. Join a great place to work for reinventors who drive meaningful change for our clients, communities, and the world. World. Explore your next step at Accenture