Workforce Services Associate

Accenture Infrastructure and Capital Projects, LLC; Bengaluru; On-site; INR 350,000 - 550,000; Full time

Job summary

Accenture Infrastructure and Capital Projects, LLC in Bengaluru is seeking a Workforce Services Associate to help manage customer queries, resolve escalations, and support scheduling and performance management for the contact center.

You will create and manage agent schedules based on capacity planning inputs, monitor SLA adherence, and work with teams to optimize staffing, training, and efficiency.

Qualifications

• 1–3 years of experience in staffing and scheduling in contact centers.
• Proficiency with Excel and reporting is a plus.
• Strong analytical and communication skills.

Responsibilities

• In this role you will analyze scheduling data and resolve low-complexity problems.
• Coordinate with Capacity Planning to align staffing with forecasted call volume.
• Publish agent schedules to operations and manage shift bids.
• Monitor KPIs and identify opportunities to reduce costs and improve service levels.

Skills

Workforce Dialer - Workforce Manage

Education

Any Graduation

Tools

IEX

Job description

Skill required: Workforce Dialer - Workforce Management (WFM)
Designation: Workforce Services Associate
Qualifications: Any Graduation
Years of Experience: 1-3 yrs
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? ou 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. Responsible to create and manage agent schedules based on the interval staffing requirement provided by the Capacity planning team. 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?

• Develop and maintain staffing schedules across lines of business and channels and ensures maximum effectiveness of schedule created basis capacity requirements
• Responsible to open all future exception like VL, LOA, Full day Training as allocated by the Capacity Planning team
• Responsible to optimize schedule thru offering off the phone exceptions, break optimization or provide OT requirements after receiving all future exceptions
• Responsible to produce over and under staffing view Report
• Responsible to publish agent schedules to operations
• Responsible to process shift bids
• Provides scheduling report that will show scheduling effectiveness information, OT requirement report, DOW schedule pattern, etc.
• Plan, monitor and optimize off-phone time in conjunction with operations considering training, team meetings and other off-phone activities with service levels.
• Identify ways to improve resource wastage wherever possible.
• Analyze contact volume data, forecasting staffing needs, and creating schedules that balance workload and employee preferences
• Track employee-based data e.g. absence, holiday balancing colleague fairness and entitlements with coverage requirements
• Optimize schedule allocations to
• 1-2 years of experience in scheduling preferably in a contact center or service/sales/retail operations environment.
• Strong communication skills
• Above average reporting skills
• Excellent analytical skills
• Must possess effective organizational skills and time management skills
• Should have working knowledge in relevant WF tools such as IEX
• Strong proficiency in Excel (e.g., pivot tables, charts, formulas).
• Basic understanding of contact center KPIs (e.g., AHT, shrinkage, service level, occupancy) and their impact on capacity models.
• Real sense of ownership and accountability to deliver against plan.
• Good analytical and problem-solving skills, with attention to detail and accuracy.
• Adapt, thrive and multitask in a demanding workplace while managing pressure, deadlines and conflicting and shifting priorities.
• Must demonstrate perceptive, thorough and decisive approach to problem solving.
• Proactive in highlighting opportunities to improve performance in all areas of Operations – reduce costs, improve service levels optimize customer satisfaction.
• Proactive development of shift review proposals in line with business needs, supported by documented business case/proposal documents.

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
• Ensure scheduling accuracy for sites and agents and ensuring that Scheduling KPIs and O/U are optimized

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.