Workforce Services Senior Analyst

1 Month ago • 5-8 Years

Job Summary

Job Description

Accenture is seeking a Workforce Services Senior Analyst to manage and resolve customer queries, handle escalations, and provide optimal resolutions. The role involves closing faults and complaints within service level agreements (SLAs). Key responsibilities include the strategic alignment of people and resources to business objectives, optimizing and automating scheduling and performance management based on agent availability, forecast call volume, and revenue targets. This position requires an institutional process to maximize performance and competency, encompassing activities such as field service management, human resource management, performance and training management, data collection, recruiting, budgeting, forecasting, scheduling, and analytics. You will be responsible for analyzing and solving complex problems, with daily interactions with peers within Accenture and occasional interaction with clients or Accenture management. This is an individual contributor role, potentially overseeing a small work effort or team, and may involve rotational shifts.
Must have:
  • Workforce Dialer - Workforce Management (WFM)
  • English (International) - Expert
  • Workforce Analytics
  • Workforce Experience Analytics
  • Adaptable and flexible
  • Written and verbal communication
  • Collaboration and interpersonal skills
  • Ability to meet deadlines
  • Ability to work well in a team
  • Microsoft Excel
  • Microsoft PowerPoint

Job Details

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 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? 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? •Workforce Analytics •Workforce Experience Analytics •Adaptable and flexible •Written and verbal communication •Collaboration and interpersonal skills •Ability to meet deadlines •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 increasingly complex problems • Your day to day interactions are with peers within Accenture • You are likely to have some interaction with clients and/or Accenture management • You will be given minimal instruction on daily work/tasks and a moderate level of instruction on new assignments • Decisions that are made by you impact your own work and may impact the work of others • In this role you would be an individual contributor and/or oversee a small work effort and/or team • Please note that this role may require you to work in rotational shifts

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About The Company

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 . Accenture helps organizations deliver on their promises to stakeholders and provide exceptional value. They help to improve the way that the world works and lives.

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