Workforce Services Specialist

Overview

Workforce Services Specialist role within Accenture's Customer Support vertical, focused on workforce management, customer query resolution 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.
• 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 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.
• Perform analysis 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 as an individual contributor at a client or within Accenture.

What you'll need

• Any graduation.
• 7 to 11 years of experience.
• Primary skill: Workforce Management (WFM) - P3.
• Workforce Analytics.
• Workforce Experience Analytics.
• Microsoft Excel.
• Microsoft PowerPoint.
• Adaptable and flexible.
• Agility for quick learning.
• Ability to work well in a team.
• Collaboration and interpersonal skills.
• Ability to meet deadlines.

Details

• Location: Bengaluru.
• May require working in rotational shifts.
• Primary upward interaction is with direct supervisor; may interact with peers and management at a client and/or within Accenture.
• Guidance is provided when determining methods and procedures on new assignments.