Workforce Services Senior Analyst

Overview

Workforce Services Senior Analyst role within Accenture's Customer Support vertical, focused on workforce management (WFM) and resolving customer queries and escalations.

What you'll do

• Manage and resolve customer queries, handle escalations and complaints from dissatisfied customers, and give best resolutions.
• Close faults and complaints within SLAs.
• Align people and resources to business objectives, optimizing and automating scheduling and performance management based on agent availability, forecast call volume and revenue targets.
• Maintain an institutional process that maximizes performance levels and competency, including field service management, human resource management, performance and training management, data collection, recruiting, budgeting, forecasting, scheduling and analytics.
• Perform analysis and solve increasingly complex problems.
• Work as an individual contributor and/or oversee a small work effort or team.

What you'll need

• Any graduation.
• 5 to 8 years of experience.
• Primary skill: Workforce Management (WFM), P5.

Details

• Location: Bengaluru.
• May require working in rotational shifts.
• Receive minimal instruction on daily work tasks and moderate instruction on new assignments.
• Interact with peers within Accenture, with some interaction with clients and/or Accenture management.