Workforce Services Specialist

Accenture in India; Bengaluru; On-site; INR 1,800,000 - 3,200,000; Full time

Job summary

Accenture in India is seeking a Workforce Services Specialist focused on Workforce Management (WFM) with 7–11 years of experience. The role involves resolving customer inquiries, managing escalations, and ensuring fault closures within SLA targets.

You will contribute to forecasting, scheduling, and analytics to optimize workforce productivity. Ideal candidates will have strong Excel and PowerPoint skills, adaptability, and teamwork abilities to operate across shifts in a dynamic service

Qualifications

• Any Graduation is required.
• 7–11 years of experience in Workforce Management or related field.
• Strong knowledge of WFM concepts and analytics.
• Proficiency in Microsoft Excel and PowerPoint.
• Ability to work in a fast-paced environment and meet deadlines.

Responsibilities

• Align with Customer Support vertical to manage and resolve customer queries, escalations, and complaints.
• Close faults and complaints within SLAs.
• Strategic alignment of people and resources to optimize scheduling and performance management based on forecasted call volume and targets.
• Maintain productive workforce through HR processes, budgeting, forecasting, scheduling and analytics.
• Interact with supervisor and peers; may lead small teams or projects.

Skills

WFM

WFM Analytics

Experience Analytics

Adaptability

Quick Learner

Teamwork

Collaboration

Excel

PowerPoint

Education

Any Graduation

Job description

Skill required: Workforce Dialer - Workforce Management (WFM)

Designation: Workforce Services Specialist

Qualifications:Any Graduation

Years of Experience:7 to 11 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?
• Primary skill - Workforce Management (WFM) - P3
• Workforce Analytics
• Workforce Experience Analytics
• Adaptable and flexible
• Agility for quick learning
• Ability to work well in a team
• Collaboration and interpersonal skills
• Ability to meet deadlines
• Microsoft Excel
• Microsoft PowerPoint Roles and Responsibilities:
• In this role you are required to do analysis and solving of moderately complex problems.
• May create new solutions, leveraging and, where needed, adapting existing methods and procedures.
• The person would require understanding of the strategic direction set by senior management as it relates to team goals.
• Primary upward interaction is with direct supervisor.
• May interact with peers and or management levels at a client and or within Accenture.
• Guidance would be provided when determining methods and procedures on new assignments.
• Decisions made by you will often impact the team in which they reside.
• Individual would manage small teams and or work efforts (if in an individual contributor role) at a client or within Accenture.
• Please note that this role may require you to work in rotational shifts