Job Description

Communicate to stakeholders on performance and challenges i.e. providing direction, guidelines, performance update to hit service level goals and making suggestions for corrections to any issues Analyse the impact of volume, AHT and shrinkage on staffing requirement Maintain operational forecast variance to plan Advise on staffing needs and performance issues impacting service levels to the WFM lead in a timely manner Analyse staffing plans and ensure that the delivery locations are appropriately staffed based on client requirement and internal capacity plan numbers Assist WFM lead with forecasting and capacity planning process through monthly discussion and graphical analysis of volumes, AHT and volume drivers Establish a professional and collaborative working relationship with the client Need to maintain flexibility regarding requests and actions assigned to meet the needs of the client Working within multidisciplinary teams across both Accenture teams and client teams to execute project deliverables Flexibility around working hours and some international travel may be required Communicate and celebrate success and achievements

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Qualifications

Qualifications
Basic Qualifications
High School Diploma or GED
Minimum of 1 year of experience with product technical support
Minimum of 1 years experience in SQL
Fluent in English

Preferred Qualifications
Bachelor s Degree
Experience with SQL
Online advertising experience
Experience using Facebook products
Customer service experience

Professional Skills
Excellent oral and written communication skills required
Ability to rapidly assess, analyze and resolve or troubleshoot issues and distill into clear and concise communications
Significant experience in advanced MS Excel using Macros, VBA, Pivot table, Vlookup and PowerPivot
Aptitude to support complex products
Ability to overcome a product learning curve
Ability to think critically and problem solve
Ability to work in teams

All employment decisions shall be made without regard to age, race, creed, colour, religion, sex, national origin, ancestry, disability status, veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as applicable by law.

Job candidates will not be obligated to disclose sealed or expunged records of conviction or arrest as part of the hiring process.

COVID-19 update:  The safety and well-being of our candidates, our people and their families continues to be a top priority. Until travel restrictions change, interviews will continue to be conducted virtually. 

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