Workforce Services Analyst
Designation: Workforce Services Analyst
Qualifications:Any Graduation
Years of Experience:3 to 5 years
About Accenture
Accenture is a global professional services company with leading capabilities in digital, cloud and security.Combining unmatched experience and specialized skills across more than 40 industries, we offer Strategy and Consulting, Technology and Operations services, and Accenture Song— all powered by the world’s largest network of Advanced Technology and Intelligent Operations centers. Our 699,000 people deliver on the promise of technology and human ingenuity every day, serving clients in more than 120 countries. We embrace the power of change to create value and shared success for our clients, people, shareholders, partners and communities.Visit us at www.accenture.com
What would you do? Responsible to create and manage agent schedules based on the interval staffing requirement provided by the Capacity planning team. Workforce Dialer involves managing automated dialing systems to optimize outbound calling efforts. This role includes setting up and maintaining dialer software, monitoring call performance, and ensuring compliance with regulations. It also involves analyzing call data to improve efficiency and productivity. The goal is to enhance communication with customers and maximize the effectiveness of the calling campaigns. An institutional process that maximizes performance levels and competency for an organization. The process includes all 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. • Optimize schedule allocations to meet interval level forecasts • Ensure timely handling of exception requests and changes • Monitor data on timeliness of frontline colleagues and adherence to schedules to optimize future schedules • Administer shift bids across multiple sites and clients/lines of business through WFM tool
What are we looking for? • Develop and maintain staffing schedules across lines of business and channels and ensures maximum effectiveness of schedule created basis capacity requirements • Responsible to open all future exception like VL, LOA, Full day Training as allocated by the Capacity Planning team • Responsible to optimize schedule thru offering off the phone exceptions, break optimization or provide OT requirements after receiving all future exceptions • Responsible to produce over and under staffing view Report • Responsible to publish agent schedules to operations • Responsible to process shift bids • Provides scheduling report that will show scheduling effectiveness information, OT requirement report, DOW schedule pattern, etc. • Plan, monitor and optimize off-phone time in conjunction with operations considering training, team meetings and other off-phone activities with service levels. • Identify ways to improve resource wastage wherever possible. • Analyze contact volume data, forecasting staffing needs, and creating schedules that balance workload and employee preferences • Track employee-based data e.g. absence, holiday balancing colleague fairness and entitlements with coverage requirements • 1-2 years of experience in scheduling preferably in a contact center or service/sales/retail operations environment. • Strong communication skills • Above average reporting skills • Excellent analytical skills • Must possess effective organizational skills and time management skills • Should have working knowledge in relevant WF tools such as IEX • Strong proficiency in Excel (e.g., pivot tables, charts, formulas). • Basic understanding of contact center KPIs (e.g., AHT, shrinkage, service level, occupancy) and their impact on capacity models. • Real sense of ownership and accountability to deliver against plan. • Good analytical and problem-solving skills, with attention to detail and accuracy
Roles and Responsibilities: •In this role you are required to do analysis and solving of lower-complexity problems • Your day to day interaction is with peers within Accenture before updating supervisors • In this role you may have limited exposure with clients and/or Accenture management • You will be given moderate level instruction on daily work tasks and detailed instructions on new assignments • The decisions you make impact your own work and may impact the work of others • You will be an individual contributor as a part of a team, with a focused scope of work • Please note that this role may require you to work in rotational shifts
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