Workforce Services Associate

Accenture services Pvt Ltd; Gurugram District; On-site; INR 300,000 - 420,000; Full time

Job summary

Accenture services Pvt Ltd is seeking a Workforce Services Associate in Gurugram, India. The role focuses on Workforce Management (WFM) and customer support operations, with responsibilities spanning query handling, escalations, and SLA-compliant fault closures.

The position requires 1 to 3 years of experience and any graduation. The work may involve shifts and collaboration within a team to align resources with business objectives.

Qualifications

• Graduation in any discipline is acceptable.
• 1 to 3 years of relevant experience.
• Experience in customer support or operations is a plus.

Responsibilities

• You will be aligned with Accenture's Customer Support vertical and help in managing customer queries, escalations and complaints, providing best resolutions.
• You will be responsible for closing faults and complaints within SLA.
• Strategic alignment of people and resources to optimize scheduling and performance management based on agent availability, forecast call volume and revenue targets.
• Maintain productive workforce through processes like HR management, performance and training management, data collection and analytics.

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