Workforce Services Specialist

Accenture; Mumbai; On-site; INR 800,000 - 1,200,000; Full time

Job summary

A global consulting firm in Mumbai is looking for a Workforce Services Specialist. The ideal candidate will have 7 to 11 years of experience in customer support and workforce analytics, along with strong skills in Microsoft Excel and PowerPoint. Responsibilities include resolving customer queries and analyzing workforce needs for strategic planning. Excellent English communication skills are crucial, and the role may require working in rotational shifts.

Qualifications

• 7 to 11 years of experience in a relevant field.
• English (International) language proficiency at expert level.

Responsibilities

• Analyze and solve moderately complex problems.
• Manage and resolve customers' queries and complaints.
• Determine workforce resource needs for organizational growth.

Skills

Workforce Analytics

Workforce Management (WFM)

Adaptable and flexible

Agility for quick learning

Written and verbal communication

Collaboration and interpersonal skills

Ability to work well in a team

Microsoft Excel

Microsoft PowerPoint

Education

Any Graduation

Job description

About The Role

Skill required: Capacity Planning & Forecasting - Customer Acquisition Strategy & Implementation

Designation: Workforce Services Specialist

Qualifications: Any Graduation

Years of Experience: 7 to 11 years

Language - Ability: English (International) - Expert

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 dissatisfied customers & giving best resolutions. You will also be responsible for closing the fault and complaints within SLA's. The process involves determining how many workforce resources an organization needs today, tomorrow, and as much as five years into the future. Design and implement strategies to assist our clients in their strategies to grow and acquire customers.

What are we looking for?

• Workforce Analytics
• Workforce Management (WFM)
• Adaptable and flexible
• Agility for quick learning
• Written and verbal communication
• Collaboration and interpersonal skills
• Ability to work well in a team
• 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.

Qualification

Any Graduation