Workforce Services Senior Analyst-Messaging

Accenture in India; Mumbai; On-site; INR 900,000 - 1,300,000; Full time

Job summary

Accenture in India is seeking a Workforce Services Senior Analyst to monitor and optimize real-time contact center operations. You will manage intraday performance, adjust staffing, and ensure service levels across care and retail functions.

The role requires 5–8 years of experience, a graduation, and expert English. Candidates should bring strong analytical skills, workforce planning knowledge, and decision-making capability to forecast volumes and schedule agents efficiently.

Qualifications

• 5–8 years of experience in a related field.
• English (International) – Expert
• Graduation from a recognized institution is required.

Responsibilities

• Monitor intraday performance.
• Adjust staffing allocations.
• Forecast call volumes.
• Optimise scheduling.

Skills

WFM

Analytical skills

Decision making

Workforce planning

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

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? "The requirement is where Real-time management involves actively monitoring and adjusting the flow of calls and agent activities throughout the day to ensure service levels are met. This includes responding to unexpected changes in call volume, agent availability, and other factors that can impact performance. By using real-time data, the team can make immediate decisions to reallocate resources, address issues via incident and IVR management, and optimize the customer experience across care and retail. Planning, on the other hand, focuses on forecasting and preparing for future needs. This involves analysing historical data to predict call volumes, scheduling agents accordingly, and ensuring that the contact centre is adequately staffed to handle expected demand. Effective planning helps in minimizing costs, reducing idle time, and improving overall efficiency. It al RTA & Planning Analyst managing real-time operations and forecasting contact volumes. 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?

• Strong analytical skills
• Workforce planning knowledge
• Decision-making capability
• Experience in workforce planning or contact centre analytics Roles and Responsibilities:
• Monitor intraday performance
• Adjust staffing allocations
• Forecast call volumes
• Optimise scheduling