Workforce Services Analyst

Accenture; Hyderabad City Taluka; On-site; PKR 1,400,000 - 2,000,000; Full time

Job summary

A leading professional services company in Pakistan is seeking a Workforce Services Analyst. The role involves monitoring key operational metrics, preparing reports, and collaborating with various stakeholders. Ideal candidates should possess a graduation degree and have at least 2 years of experience in Metrics and Reporting. This position requires working in a 24/7 environment with rotational shifts.

Qualifications

• Graduate with 2 years of working experience in Metrics and Reporting.
• Ability to make improvements to work products, services, or processes.
• Compliance with Accenture standards, procedures, and policies.

Responsibilities

• Monitor daily operational metrics on a real-time basis.
• Prepare RCA and maintain downtime trackers.
• Assist in designing insightful report views.

Skills

Metrics and Reporting

Excellent oral and written communication

WFM tools experience

Education

Any Graduation

Job description

Skill required

Trust & Safety - Workforce Management (WFM)

Designation

Workforce Services Analyst

Qualifications

Any Graduation

Years of Experience

3 to 5 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 699,000 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?

Content moderation is meaningful work that helps keep the internet safe. It may also be challenging, at times. In the context of this role, individuals may be directly or inadvertently exposed to potentially objectionable and sensitive content (e.g., graphic, violent, sexual, or egregious). Therefore, any role supporting content moderation needs strong resilience and coping skills. We care for the health and well‑being of our people and provide the support and resources needed to perform their role responsibilities. Active participation in Accenture’s well‑being support program, designed specifically for the Trust & Safety community, provides valuable skills to promote individual and collective well‑being.

Duties and Responsibilities

• Monitor daily operational metrics (SLA/KPI s/Adherences etc.) on real time basis
• Publish real time reports for performance monitoring, coordinating with internal/external stakeholders as required
• Prepare RCA, maintain downtime trackers, propose schedule changes to meet performance, act on roster, week off, break swaps requested through email or tool
• Deliver timely ad hoc and standard operational reports
• Work with process subject matter experts from each functional team
• Assist in designing insightful report views (excel‑based or tool‑based or dashboards)
• Provide regular and ad‑hoc results interpretation to Accenture management as requested

What are we looking for?

• Utilize data to identify trends and opportunities for improvement
• Work with other teams and stakeholders to identify opportunities to improve performance results in accordance with contractual agreements between Accenture, vendors and clients
• Perform Quality Assurance (QA) on reporting analysis performed by other reporting groups as needed

Key Qualifications/Skills

• Graduate with 2 years of working experience with Metrics and Reporting
• Make/propose improvements to work products, services or processes
• Excellent oral and written communication skills
• Comply with Accenture standards, procedures and policies
• Build skills (self or others) needed to execute responsibilities
• Working experience on WFM tools, applications and functions is preferred

Overall purpose of job

Responsible to execute all WFM related activities as directed by function and/or supervisor. Exhibit collaboration and effective communication skills to generate quality outcomes. Whenever necessary do the root cause analysis for leadership and/or client. **Willing to work in 24*7 environment with rotational shifts and week offs**.

Roles and Responsibilities

• In this role you are required to do analysis and solving of lower‑complexity problems
• Your day to day interaction is with peers within Accenture before updating supervisors
• In this role you may have limited exposure with clients and/or Accenture management
• You will be given moderate level instruction on daily work tasks and detailed instructions on new assignments
• The decisions you make impact your own work and may impact the work of others
• You will be an individual contributor as a part of a team, with a focused scope of work
• Please note that this role may require you to work in rotational shifts