Workforce Services Senior Analyst-Messaging

Accenture in India; Mumbai; On-site; INR 900,000 - 1,400,000; Full time

Job summary

Accenture in India is seeking a Workforce Services Senior Analyst to lead real-time management and forecasting for our contact centre operations. You will monitor intraday performance, adjust staffing, and drive analytics to meet service levels.

Role emphasizes planning and execution, including forecasting volumes, scheduling, and resource allocation to maximize efficiency and client satisfaction across care and retail functions.

Qualifications

• Strong analytical skills are required.
• Knowledge of workforce planning concepts.
• Ability to make informed decisions under pressure.
• Experience with contact centre analytics is preferred.

Responsibilities

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

Skills

Analytical skills

Workforce planning

Decision making

Contact centre analytics

Education

Any Graduation

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

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

Requirements: