Workforce Services Senior Analyst

Accenture in India; Mumbai; On-site; INR 1,500,000 - 2,100,000; Full time

Job summary

Accenture in India in Mumbai is seeking a Workforce Services Senior Analyst to join its Customer Support team. You will analyze workforce data, manage schedules and forecasts, and support problem resolution within SLA commitments.

The role requires 5–8 years of experience and a graduation. Proficiency in WFM, analytics, Excel and PowerPoint, and the ability to work in shifts, are essential for success.

Qualifications

• Graduation is required for the role.
• Strong analytical and communication skills.
• Experience in workforce management preferred.

Responsibilities

• Handle customer queries, escalations and complaints and provide resolutions.
• Close faults and complaints within SLA targets.
• Align people and resources to optimize scheduling and performance.
• Maintain a productive workforce via data collection, forecasting and analytics.
• Interact with peers, clients and management with minimal instruction.

Skills

Workforce Management

Workforce Analytics

Experience Analytics

Adaptable

Under pressure

Teamwork

Communication

Dispute handling

PowerPoint

Excel

Capacity planning

Forecasting

Education

Any Graduation

Tools

Microsoft PowerPoint

Microsoft Excel

Job description

Job Description:

Skill required: Workforce Dialer - Workforce Management (WFM)

Designation: Workforce Services Senior Analyst

Qualifications: Any Graduation

Years of Experience: 5 to 8 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?
• Workforce Management (WFM) - P3
• Workforce Analytics
• Workforce Experience Analytics
• Adaptable and flexible
• Ability to perform under pressure
• Ability to work well in a team
• Written and verbal communication
• Ability to handle disputes
• Microsoft PowerPoint
• Microsoft Excel
• Capacity planning & forecasting Roles and Responsibilities:
• In this role you are required to do analysis and solving of increasingly complex problems.
• Your day to day interactions are with peers within Accenture.
• You are likely to have some interaction with clients and or Accenture management.
• You will be given minimal instruction on daily work tasks and a moderate level of instruction on new assignments.
• Decisions that are made by you impact your own work and may impact the work of others.
• In this role you would be an individual contributor and or oversee a small work effort and or team.
• Please note that this role may require you to work in rotational shifts

Requirements: