Workforce Services Senior Analyst

Skill required: Workforce Dialer - Workforce Management (WFM)

Designation: Workforce Services Senior Analyst

Qualifications:Any Graduation

Years of Experience:5 to 8 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 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.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?

Primary skill - Workforce Management (WFM) - P3

Workforce Analytics

Workforce Experience Analytics

Adaptable and flexible

Ability to perform under pressure

Ability to work well in a team

Written and verbal communication

Ability to handle disputes

Microsoft PowerPoint

Microsoft Excel

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

You are likely to have some interaction with clients and 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

Qualification
Any Graduation