Workforce Services Senior Analyst

About The Role

Skill required: Workforce Dialer - Workforce Management (WFM)

Designation: Workforce Services Senior Analyst

Qualifications:Any Graduation

Years of Experience:5 to 8 years
About AccentureCombining 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 worlds 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. 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. Responsible to create and manage agent schedules based on the interval staffing requirement provided by the Capacity planning team. 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 Develop and maintain staffing schedules across lines of business and channels and ensures maximum effectiveness of schedule created basis capacity requirements Responsible to open all future exception like VL, LOA, Full day Training as allocated by the Capacity Planning team Review, validate and ensure timely delivery and accuracy of schedules prepared by scheduling Analysts Responsible for developing and ensuring integrity and consistency of scheduling processes/procedures applicable to the accounts being handled. Responsible for ensuring Service Delivery to the client, balancing staffing requirements with operational efficiencies and financial goals. Ability to extract, manipulate and present data from IEX application /manual platform. Ability to maximize benefits from WFM application (IEX) by utilizing the full functionality. Manage internal and external audit with processes and controls in place. Conduct monthly coaching and performance feedback to scheduling analysts. Create process maps, standard working instructions for the areas they are responsible for. 3+years of experience in scheduling preferably in a contact center or service/sales/retail operations environment. Must demonstrate sound arithmetic, analytical and problem-solving skills. Ability to work with minimal supervision and support Operational requirements and objectives. Ability to adapt to workload and multitask with attention to detail in a dynamic environment. Excellent people and client management skills Should have working knowledge in relevant WF tools such as IEX Strong proficiency in Excel (e.g., pivot tables, charts, formulas). Basic understanding of contact center KPIs (e.g., AHT, shrinkage, service level, occupancy) and their impact on capacity models. Real sense of ownership and accountability to deliver against plan. Good analytical and problem-solving skills, with attention to detail and accuracy. Adapt, thrive and multitask in a demanding workplace while managing pressure, deadlines and conflicting and shifting priorities. Must demonstrate perceptive, thorough and decisive approach to problem solving.Effectively manage relationships with clients, operations and own teams, to the highest level of integrity and professionalism.
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 Ability to conduct a full root cause analysis on live week performance with the ability to turn findings into a robust improvement plan. Train and coach scheduling Analysts on scheduling concepts and to be able to execute scheduling techniques that would assist Operations in meeting KPI.
Qualification
Any Graduation