Workforce Services Analyst

Accenture; Navi Mumbai; On-site; INR 500,000 - 800,000; Full time

Job summary

Accenture in Navi Mumbai is seeking a Workforce Services Analyst to manage customer queries and optimize outbound calling efforts. The ideal candidate will have 3 to 5 years of experience, proficiency in analysis, and the ability to work in rotational shifts.

The role involves handling customer complaints, maintaining dialer software, and analyzing call data to enhance communication efficiency. Apply now for an opportunity to contribute to our Customer Support vertical.

Qualifications

• 3 to 5 years of experience in a relevant role.
• Proficiency in analyzing and solving low-complexity problems.
• Ability to work in rotational shifts.

Responsibilities

• Manage and resolve customer queries and complaints.
• Set up and maintain dialer software.
• Analyze call data to improve efficiency.

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

What you will 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 SLAs. Workforce Dialer involves managing automated dialing systems to optimize outbound calling efforts. This role includes setting up and maintaining dialer software, monitoring call performance, and ensuring compliance with regulations. It also involves analyzing call data to improve efficiency and productivity. The goal is to enhance communication with customers and maximize the effectiveness of the calling campaigns. 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 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