Workforce Services Senior Analyst

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

Job summary

Accenture is looking for a Workforce Services Senior Analyst in Navi Mumbai, India. The role involves managing customer support issues, optimizing outbound calling efforts through Workforce Dialer management, and maintaining compliance and performance metrics.

The ideal candidate should have 5 to 8 years of experience and a background in problem analysis and customer communication, along with any graduation qualification. The position may require working in rotational shifts.

Qualifications

• 5 to 8 years of experience required.
• Experience in managing automated dialing systems.
• Strong analytical and problem-solving skills.

Responsibilities

• Manage and resolve customer queries and complaints.
• Set up and maintain dialer software.
• Analyze call data to improve efficiency.

Skills

Problem analysis

Workforce Dialer Management

Customer communication

Call data analysis

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

Role Overview

You will be aligned with our Customer Support vertical and help us in managing and resolving customers' queries, handling escalations and complaints of dissatisfied customers, giving best resolutions. You will also be responsible for closing faults and complaints within SLA. Workforce Dialer involves managing automated dialing systems to optimize outbound calling efforts. This role includes setting up and maintaining dialer software, monitoring call performance, and ensuring compliance with regulations. It also involves analyzing call data to improve efficiency and productivity. The goal is to enhance communication with customers and maximize the effectiveness of the calling campaigns. 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 Senior Analyst

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
• Qualification: Any Graduation