Workforce Services Specialist

Accenture PLC; Bengaluru; On-site; INR 1,200,000 - 2,100,000; Full time

Job summary

Accenture PLC in Bengaluru is seeking a Workforce Services Specialist to join our Customer Support vertical. You will manage customer queries, handle escalations and complaints, and drive resolutions within SLAs to ensure high service levels.

The role emphasizes strategic alignment of people and resources, with scheduling, forecasting and analytics to optimize performance and meet revenue targets. Rotational shifts may apply and graduation in any field is acceptable.

Qualifications

• 7–11 years of experience in workforce management or related fields.
• Experience in resolving customer queries and managing escalations.
• Knowledge of scheduling, forecasting, and analytics.
• Graduation in any field

Responsibilities

• Analyze moderately complex problems and propose solutions.
• May create new solutions or adapt existing methods.
• Understand the strategic direction set by senior management for team goals.
• Interact with direct supervisor and, if needed, with peers or clients.
• Provide guidance on methods and procedures for new assignments.
• Impact the team through decisions and assigned work.
• May lead small teams or work efforts in client or internal settings.
• Role may require working in rotating shifts.
• Any Graduation

Skills

Workforce Management

Workforce Analytics

Adaptable and flexible

Agility for quick learning

Team collaboration

Interpersonal skills

Ability to meet deadlines

Education

Any Graduation

Tools

Microsoft Excel

Microsoft PowerPoint

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
• Any Graduation

Equal Employment Opportunity Statement

All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by federal, state, or local law.

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