Analyst-Workforce Management

Analyst-Workforce Management

Location: Newcastle

CL11

As well as a competitive salary and 37.5-hour week (Monday to Friday including bank holidays - 9am to 5.30pm) we offer a variety of excellent benefits including (but not limited to!):

· 25 days annual leave plus bank holiday entitlement
· A variety of Health and Wellbeing benefits
· Employee Share Purchase Plan
· Excellent Pension scheme and medical cover (family can be included at a discounted rate), access to app-based fitness classes and discounts at a range of gyms
· Employee discounts
· Three days paid leave per year for charitable work of your choice
· Excellent employee referral programme with generous bonus payments for introductions

Analyst-Workforce Management

The role of Scheduling and Real-Time Analyst is pivotal in ensuring smooth operations by creating accurate schedules, monitoring real-time performance, and making data-driven decisions to enhance productivity and customer satisfaction. The Scheduling and Real-Time Analyst is responsible for developing optimized schedules for our workforce while continuously monitoring real-time performance metrics. By leveraging data analysis and forecasting techniques, the analyst ensures that staffing levels align with operational demands, contributing to overall efficiency and cost-effectiveness.

Duties:

Triaging

• Assigning a ‘priority/ complexity’ categorization to each task/ case based on a criteria which will contain but not limited to : Age, Area, Customer Profile, Number of inbound contacts

Work Allocation

• Maintaining a view of the overall portfolio and allocation of work

Task Management

• Management of tasks, considering availability and productivity of resources. 

• Forecast task closure rate based on historical data

Intraday Reporting

• Metric reporting at interval, with daily summary reports and weekly exec level summaries

Schedule Optimization

• Provide analytical and strategy support to business and WFM individuals.

• Ensure completeness of deliverables as required and document results and present findings to management.

• Workforce Planning for Short term and long term

• Scheduling resources as per demand

• Suggest and implement optimization opportunities.

• Diagnose and resolve complex to moderate issues.

• Act as an SME for the functional area

Job qualifications:

• Balancing staffing levels with fluctuating demand patterns.

• Anticipating and responding to unforeseen events or disruptions in real-time.

• Ensuring compliance with labor laws and company policies while optimizing schedules.

• Collaborating with various stakeholders to address scheduling conflicts and operational challenges.

• Adapting to evolving business needs and technological advancements in workforce management software.

• Monitor Operations agent and/or agent group adherence, correcting any "out-of-compliance" situations.

• Identify opportunities to improve staff balancing and overall operational and service level performance.

Qualification and Skills

• Experience on Scheduling and Realtime management

• Proven experience in triaging, work allocation and case management

• Proficiency in any workflow tools like SNOW, Salesforce will be an added advantage.

• Experience in Energy industry will be an added advantage.

• Proficiency in Excel functions and reporting. Experience in Power BI will be an added advantage.

• Strong analytical and problem-solving skills.

• Excellent communication and interpersonal skills.

• Ability to thrive in a fast-paced and dynamic environment.

• Ability to prioritize tasks, manage time effectively, and work well under pressure

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, Interactive, Technology and Operations services — all powered by the world’s largest network of Advanced Technology and Intelligent Operations centers. Our 674,000 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 accenture.com.

Accenture is an equal opportunities employer and welcomes applications from all sections of society and does not discriminate on grounds of race, religion or belief, ethnic or national origin, disability, age, citizenship, marital, domestic or civil partnership status, sexual orientation, or gender identity, or any other basis as protected by applicable law.

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