Workforce Services Associate

Accenture services Pvt Ltd; Gurugram District; On-site; INR 350,000 - 500,000; Full time

Job summary

Accenture services Pvt Ltd in India is seeking a Workforce Services Associate to join our Customer Support vertical. You will help manage and resolve customer queries, handle escalations, and deliver timely resolutions.

You will also work on closing faults and complaints within SLAs, and contribute to staffing and performance management through scheduling and analytics, with potential rotational shifts.

Qualifications

• Any Graduation is required.
• 1 to 3 years of experience.
• Experience in customer support or process optimization is a plus.

Responsibilities

• Aligned with Customer Support to manage and resolve customer queries, handle escalations and complaints with effective resolutions.
• Close faults and complaints within SLA targets.
• Assist in scheduling and performance management based on agent availability and call volume.
• Contribute to data collection, forecasting and analytics for workforce planning.

Skills

Workforce Management (WFM)

Education

Graduation

Job description

Skill required

Workforce Dialer - Workforce Management (WFM)

Designation

Workforce Services Associate

Qualifications

Any Graduation

Years of Experience

1 to 3 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 Roles and Responsibilities:
• In this role you are required to solve routine problems, largely through precedent and referral to general guidelines.
• Your expected interactions are within your own team and direct supervisor.
• You will be provided detailed to moderate level of instruction on daily work tasks and detailed instruction on new assignments.
• The decisions that you make would impact your own work.
• You will be an individual contributor as a part of a team, with a predetermined, focused scope of work.
• Please note that this role may require you to work in rotational shifts