Workforce Services Associate

Accenture PLC; Hyderabad; On-site; INR 300,000 - 420,000; Full time

Job summary

Accenture PLC in Hyderabad is seeking a Workforce Services Associate with 1 to 3 years of experience to join our Customer Support vertical. You will be aligned with our team to manage customer queries, handle escalations, and ensure resolutions that meet SLA targets.

The role involves optimizing scheduling and performance management using Workforce Management (WFM) principles, and may require rotating shifts to support global operations and service levels.

Qualifications

• Graduation is required.
• 1–3 years of experience.
• Strong communication and problem-solving abilities.

Responsibilities

• Manage customer queries, handle escalations and complaints, and provide the best resolutions.
• Close faults and complaints within SLA.
• Align people and resources to optimize scheduling and performance using forecasts and call volume.
• Contribute to processes that maximize performance and competency.
• Engage in activities to maintain a productive workforce, including rostering, training, forecasting, and analytics.

Skills

Workforce Management

Education

Any 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 Any Graduation

Equal Employment Opportunity Statement

All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by federal, state, or local law.

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