Workforce Services Specialist

Overview

Workforce Services Specialist role within Accenture's Customer Support vertical, focused on workforce management (WFM) for back-office or non-voice operations.

What you'll do

• Manage resolution of customer queries, handle escalations and complaints, and provide best resolutions to dissatisfied customers.
• Close faults and complaints within SLAs.
• Align people and resources to business objectives, optimizing 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.
• Lead end-to-end forecasting and capacity planning for back-office or non-voice processes.
• Build and manage volume forecasts, workload models and staffing plans aligned to SLAs and business targets.
• Analyze historical data, seasonality and business drivers to generate accurate demand forecasts.
• Perform deep-dive data analysis to identify productivity improvements, capacity gaps and efficiency opportunities.
• Develop and maintain interactive dashboards and reports using Power BI for real-time performance tracking.
• Leverage Power Apps, Power Query and Power Automate to automate reporting and optimize WFM processes.
• Collaborate with operations, transition and client stakeholders to align workforce strategies with delivery requirements.
• Monitor key metrics such as productivity, utilization, backlog and turnaround time (TAT).
• Provide actionable insights and recommendations to leadership for continuous improvement.
• Drive process standardization and automation initiatives within the WFM function.

What you'll need

• Any graduation.
• 7 to 11 years of experience (stated in the role details); 10 to 12 years of experience in Workforce Management (WFM) with a focus on back-office or non-voice operations.
• Strong expertise in forecasting, capacity planning and workload management.
• Advanced proficiency in Microsoft Excel and Office Suite.
• Hands-on experience with Power BI (data visualization and dashboards), Power Apps, Power Query and Power Automate.
• Strong analytical thinking and problem-solving capabilities.
• Excellent communication and stakeholder management skills.
• Ability to work in a fast-paced, matrixed environment.

Nice to have

• Experience in shared services or global delivery model environments.
• Exposure to digital transformation, automation or analytics-driven WFM.
• Familiarity with back-office KPIs such as TAT, throughput and backlog management.
• Experience with WFM tools (e.g., scheduling or forecasting tools).

Details

• Location: Bengaluru (AIOC-S01673548).