Workforce Services Analyst

Accenture; Hyderabad; On-site; INR 600,000 - 1,200,000; Full time

Job summary

Accenture Hyderabad is seeking a Workforce Services Analyst to manage Trust Safety - Workforce Management processes, including scheduling, forecasting, real-time monitoring and capacity planning.

You will collaborate with Operations, PMO, Reporting and MIS teams; leverage Excel/SQL and BI tools; act as SME for WFM and drive data-driven staffing decisions to meet service level goals.

Qualifications

• Experience with WFM scheduling, forecasting and capacity planning.
• Proficient in Excel-based models and data manipulation.
• Familiarity with BI tools for dashboards and reports.

Responsibilities

• Manage and support WFM processes including scheduling, forecasting, real-time monitoring, and capacity planning.
• Collaborate with Operations, PMO, Reporting, and MIS to align workforce strategies with goals.
• Act as SME for WFM tools and methodologies, ensuring staffing and service levels.
• Leverage AWS cloud solutions for forecasting and automation of WFM processes.
• Ensure data accuracy and provide actionable insights to Ops Leads.

Skills

WFM concepts

Advanced Excel

SQL

Data visualization

Cross-functional communication

Stakeholder management

Self-management

Presentation skills

Education

Any Graduation

Tools

Excel

SQL

Tableau

Power BI

AWS

QuickSight

Job description

Skill required: Trust Safety - 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

Enables a superior brand experience , accelerates responsible growth and creates a secure environmentAn 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

Manage and support complex WFM processes including scheduling, forecasting, real-time monitoring, and capacity planning. Collaborate with cross-functional teams (Operations, PMO, Reporting, and MIS) to ensure alignment of workforce strategies with business goals. Act as an SME for WFM tools and methodologies, ensuring optimal staffing and service level achievement. Leverage AWS cloud solutions for forecasting, anomaly detection, and automation of WFM processes. Ensure data accuracy and consistency across WFM reports and dashboards. Provide actionable insights to Ops Managers or Leads

Roles and Responsibilities:

• Strong understanding of WFM Concepts and tools
• Proficiency in Advance Excel and SQL and data manipulation for WFM reporting
• Experience with Excel-based scheduling models and dashboards.
• Exposure to BI tools like Tableau, QuickSight, Power BI is a plus.
• WFM experience as Schedular, RTAs, Capacity planning, Forecasting, etc.
• Effective Communication: Able to convey ideas clearly across teams and stakeholders, both verbally and in writing.
• Stakeholder Engagement: Builds and maintains strong working relationships with internal and external partners.
• Analytical Thinking: Applies sound judgment and problem-solving skills to interpret data and make informed decisions.
• Self-Management: Works independently with minimal supervision, prioritizes tasks effectively, and adapts quickly to changing demands.
• Presentation Skills: Communicates insights and recommendations in a clear, concise, and structured manner.
• Interpersonal Skills: Approachable, collaborative, and flexible in team environments.
• Reporting Enhancement: Continuously improves reporting frameworks to support strategic goals and drive behavioral change at the client end.
• Process Documentation: Maintains and develops comprehensive documentation for all WM-related processes.
• Business Acumen: Understands diverse operational scenarios and translates them into automated, insightful reports.
• Ad-Hoc Analysis: Prepares and summarizes findings for on-demand requests to support management, operations, and quality teams.
• Quality Assurance: Ensures accuracy in data analysis and validates outputs to minimize errors.

Qualification

Any Graduation