Workforce Services Senior Analyst

Accenture; Mumbai; On-site; INR 800,000 - 1,200,000; Full time

Job summary

Accenture is seeking a Workforce Services Senior Analyst in Mumbai to support Customer Support operations, manage escalations, and ensure resolutions within SLA. The role involves strategic alignment of people and resources for scheduling and performance management based on agent availability, forecast call volume, and revenue targets.

It also covers end-to-end workforce processes including training, budgeting, and analytics.

Qualifications

• 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

Responsibilities

• Analysis and solving of increasingly complex problems.
• Day-to-day interactions with peers within Accenture.
• Interaction with clients and/or Accenture management.
• Minimal daily instructions with moderate guidance on new tasks.
• Individual contributor and/or oversee a small work effort or team.
• Role may require rotational shifts.

Skills

Workforce Management

Workforce Analytics

Workforce Experience Analytics

Adaptable and flexible

Ability to perform under pressure

Teamwork

Written and verbal communication

Ability to handle disputes

Capacity planning & forecasting

Education

Any Graduation

Tools

Microsoft Excel

Microsoft PowerPoint

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.li>
• 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

Qualification

Any Graduation