Workforce Services Specialist

Overview

Workforce Services Specialist aligned with the Customer Support vertical, managing workforce planning and resolving customer queries, escalations and complaints.

What you'll do

• Manage and resolve customer queries, handle escalations and complaints from dissatisfied customers, and give the best resolutions.
• Close faults and complaints within SLAs.
• Strategically 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 for the organization.
• Carry out 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.
• Analyse and solve moderately complex problems, and create new solutions by leveraging and, where needed, adapting existing methods and procedures.
• Understand the strategic direction set by senior management as it relates to team goals.
• Manage small teams and/or work efforts, interacting with direct supervisor, peers and management at the client or within Accenture.

What you'll need

• Any Graduation.
• 7 to 11 years of experience.
• Primary skill: Workforce Management (WFM), P5.
• Workforce Dialer skill.

Details

• Location: Bengaluru.
• May require working in rotational shifts.