Workforce Services Associate

Accenture in India; Hyderabad; On-site; INR 350,000 - 520,000; Full time

Job summary

Accenture in India is seeking a Workforce Services Associate to support workforce management activities within our Customer Support vertical. You will help resolve customer queries, handle escalations, and ensure timely resolutions.

You may contribute to scheduling and resource alignment based on call forecasts and SLA targets, while adapting to rotational shifts as needed during operations. A graduation is required with 1–3 years of experience.

Qualifications

• Graduation is required.
• 1–3 years of relevant experience.
• Primary skill: Workforce Management (WFM).

Responsibilities

• Assist with managing customer queries, escalations, and complaints and provide resolutions within SLA.
• Close faults and complaints within SLAs.
• Coordinate scheduling and performance management based on forecasts and agent availability.
• Support workforce optimization initiatives including data collection and analytics.

Skills

Workforce Management

Customer support

Communication

Education

Graduation

Job description

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