Workforce Services Senior Analyst

Accenture; Gurugram District; On-site; INR 6,00,000 - 10,00,000; Full time

Job summary

Join a forward-thinking company as a Workforce Services Senior Analyst, where you will play a pivotal role in managing customer support and enhancing operational efficiency. You'll be part of a dynamic team that focuses on workforce management, ensuring optimal performance and client satisfaction. This role offers the opportunity to analyze complex problems, engage with clients, and contribute to strategic alignment within the organization. If you're adaptable, a quick learner, and passionate about delivering results, this is the perfect opportunity for you to make a significant impact.

Qualifications

• 5-8 years of experience in workforce management.
• Strong analytical skills and ability to solve complex problems.

Responsibilities

• Manage and resolve customer queries effectively.
• Optimize scheduling and performance management based on business objectives.
• Engage with clients and Accenture management as needed.

Skills

Workforce Dialer

Workforce Management (WFM)

Microsoft Excel

Microsoft PowerPoint

Adaptability

Agility for quick learning

Teamwork

Written communication

Verbal communication

Workforce Analytics

Workforce Experience Analytics

Education

Any Graduation

Job description

Skill required: Workforce Dialer - Workforce Management (WFM)

Designation: Workforce Services Senior Analyst

Qualifications: Any Graduation

Years of Experience: 5 to 8 years

Language - Ability: English (International) - Expert

What would you do?

You will be aligned with our Customer Support vertical and help us in managing/resolving customer queries, handling escalations and complaints of dissatisfied customers, and providing the best resolutions. You will also be responsible for closing faults and complaints within SLA.

The role involves strategic alignment of people and resources to business objectives, optimizing and automating scheduling and performance management based on agent availability, forecast call volume, and revenue targets.

The Workforce Management team focuses on maximizing performance levels and competency within the organization. This includes activities like field service management, human resource management, performance and training management, data collection, recruiting, budgeting, forecasting, scheduling, and analytics. The team owns client relationships and partners on capacity planning, schedule adherence, and provides insights and feedback on performance gaps and opportunities. They drive continuous improvement in service delivery performance, innovate in workforce management, and ensure adherence to revenue and cost targets. The team also partners with regional leads to ensure compliance with internal and client audits.

What are we looking for?

• Microsoft Excel
• Microsoft PowerPoint
• Adaptability and flexibility
• Agility for quick learning
• Ability to work well in a team
• Written and verbal communication skills
• Ability to meet deadlines
• Workforce Analytics
• Workforce Experience Analytics

Roles and Responsibilities:

• Analyze and solve increasingly complex problems
• Interact daily with peers within Accenture
• Engage with clients and/or Accenture management as needed
• Work with minimal instruction on daily tasks and moderate instruction on new assignments
• Make decisions that impact your work and potentially the work of others
• Serve as an individual contributor or oversee small work efforts or teams
• This role may require working in rotational shifts