Workforce Services Senior Analyst-Messaging

Accenture Infrastructure and Capital Projects, LLC; Mumbai City; On-site; INR 1,500,000 - 2,500,000; Full time

Job summary

Accenture is seeking a Workforce Services Senior Analyst in Mumbai for Real-time management and forecasting of contact center operations. The role requires 5–8 years of experience, English (International) proficiency, and a graduation.

You will monitor intraday performance, adjust staffing, forecast volumes, and optimize schedules to ensure service levels are met. The ideal candidate has strong analytical skills and knowledge of workforce planning, with proven decision-making capabilities in a

Qualifications

• Proven ability to monitor real-time call center performance.
• Experience in workforce planning or contact centre analytics is preferred.
• Strong analytical skills for data-driven decisions.
• Ability to translate analytics into staffing actions and forecasts.

Responsibilities

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

Skills

Strong analytical skills

Workforce planning knowledge

Decision-making capability

Experience in workforce planning or

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

Any Graduation

About Accenture

Accenture is a leading global professional services company that helps the world’s leading businesses, governments and other organizations build their digital core, optimize their operations, accelerate revenue growth and enhance citizen services—creating tangible value at speed and scale. We are a talent- and innovation-led company with approximately 791,000 people serving clients in more than 120 countries. Technology is at the core of change today, and we are one of the world’s leaders in helping drive that change, with strong ecosystem relationships. We combine our strength in technology and leadership in cloud, data and AI with unmatched industry experience, functional expertise and global delivery capability. Our broad range of services, solutions and assets across Strategy & Consulting, Technology, Operations, Industry X and Song, together with our culture of shared success and commitment to creating 360° value, enable us to help our clients reinvent and build trusted, lasting relationships. We measure our success by the 360° value we create for our clients, each other, our shareholders, partners and communities.

Visit us at www.accenture.com

Equal Employment Opportunity Statement

We believe that no one should be discriminated against because of their differences.All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, military veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by applicable law.Wea rich diversity makes us more innovative, more competitive, and more creative, which helps us better serve our clients and our communities.