Workforce Services Associate-Messaging

 About The Role  



Skill required: Workforce Dialer - Workforce Management (WFM)



Designation: Workforce Services Associate



Qualifications:Any Graduation



Years of Experience:1 to 3 years


Language - Ability:English(International) - Expert

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.



What would you do?
Role Description"The requirement is where Real-time management involves actively monitoring and adjusting the flow of calls and agent activities throughout the day to ensure service levels are met. This includes responding to unexpected changes in call volume, agent availability, and other factors that can impact performance. By using real-time data, the team can make immediate decisions to reallocate resources, address issues via incident and IVR management, and optimize the customer experience across care and retail.Planning, on the other hand, focuses on forecasting and preparing for future needs. This involves analysing historical data to predict call volumes, scheduling agents accordingly, and ensuring that the contact centre is adequately staffed to handle expected demand. Effective planning helps in minimizing costs, reducing idle time, and improving overall Role Overview- RTA & Planning Analyst managing real-time operations and forecasting contact volumes.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?
skills and competencies

Strong analytical skills

Workforce planning knowledge

Decision-making capabilityExperience and qualifications

Experience in workforce planning or contact centre analytics




Roles and Responsibilities:
Key responsibilities

Monitor intraday performance

Adjust staffing allocations

Forecast call volumes

Optimise scheduling

 Qualification 
Any Graduation