Workforce Services New Associate

Accenture in India; Hyderabad; On-site; INR 250,000 - 450,000; Full time

Job summary

Accenture in India is seeking a Workforce Services New Associate to support its Customer Support vertical from Hyderabad. The role focuses on resolving customer queries, managing escalations, and ensuring SLA compliance.

You will work in a rotational shift environment, contribute to scheduling and performance management using workforce data, and grow with a global technology leader.

Qualifications

• Graduation in any field.
• 0–1 year of experience in customer support or WFM.
• Knowledge of Workforce Management (WFM) is a plus.

Responsibilities

• Support customer queries, handle escalations, and deliver resolutions.
• Close faults and complaints within SLA.
• Coordinate scheduling and performance management using agent forecasts.
• Support workforce processes to maximize performance.
• Involve data collection, forecasting, scheduling and analytics.
• Work in rotational shifts as required.

Skills

Workforce Management

Education

Any Graduation

Job description

Job Description

Skill required

Workforce Dialer - Workforce Management (WFM)

Designation

Workforce Services New Associate

Qualifications

Any Graduation

Years of Experience

0 to 1 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 primary interaction is within your own team and your direct supervisor.
• In this role you will be given detailed instructions on all tasks.
• The decisions that you make impact your own work and are closely supervised.
• You will be an individual contributor as a part of a team with a predetermined, narrow scope of work.
• Please note that this role may require you to work in rotational shifts