Workforce Services Analyst

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

Job summary

Accenture PLC in India seeks a Workforce Services Analyst to support customer operations with a focus on Workforce Management (WFM). You will analyze queries, manage escalations, and ensure fault closures within SLA targets while aligning people and resources to forecasted call volume and revenue goals. Rotational shifts may be required, with a collaborative, output-driven approach to improve service levels.

Qualifications

• Graduation completed or equivalent required.
• 3–5 years of relevant experience.
• Primary skill: Workforce Management (WFM)

Responsibilities

• Resolve customer queries and handle escalations within SLAs.
• Close faults and complaints within SLA targets.
• Strategically align people and resources to meet objectives using forecasting and scheduling.
• Maintain and improve performance, scheduling, and analytics of the workforce.
• Interact with peers; limited client exposure; follow instructions.
• Work in rotational shifts if required.

Skills

Workforce Management (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
• 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