Workforce Services Specialist

Overview

Workforce Services Specialist role aligned with Accenture's Customer Support vertical, focused on Workforce Management (WFM) to manage 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, including field service management, human resource management, performance and training management, data collection, recruiting, budgeting, forecasting, scheduling and analytics.
• Analyze and solve moderately complex problems; create new solutions, leveraging and adapting existing methods and procedures where needed.
• Understand the strategic direction set by senior management as it relates to team goals.
• Manage small teams and/or work efforts at a client or within Accenture.

What you'll need

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

Details

• Location: Bengaluru.
• This role may require working in rotational shifts.