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Workforce management Analyst

Job Location: Mumbai

Job Number: 8670


- Job description


This position is responsible for:
• Forecasting future volumes and handle times to arrive at a capacity plan
• Scheduling work-force based on laid down guidelines using Work-force Management tool
• Managing the work-force on real time basis based on prescribed guidelines using work-force Management tool ,Cisco & Client Application


• Create rosters to meet the forecasted demand / SL objectives through any workforce Application
• Identify call volume trends and average on a weekly, monthly, quarterly and seasonal basis
• Monitor Operations agent and/or agent group adherence, correcting any "out-of-compliance" situations
• Identify opportunities to improve staff balancing and overall operational performance
• Make/propose improvements to work products, services or processes
• Create Staffing models using historical data and run various simulations
• Understand capacity calculation and Data Modelling
• Have been versed with the concept of shrinkage model used in Contact Center Management
• Forecast and proactively identify SL / staffing gaps

Unique Knowledge & Skill Requirement

• 1-1.5 years of working experience on Aspect eWFM Tool / Aspect Director
• Workforce application familiarity
• Analytical and reasoning techniques
• Strong WFM basics
• Communication skills

Educational Profile

• Bachelors Degree – any subject (Essential)
• Statistics Background (preferable)

Experience Profile

• 4 - 5 years Contact Center Experience
Minimum 12 months experience in Scheduling & Forecasting

Personal Attributes

• Natural Communicator (Essential)
• Perception Skills (Essential)
• Planning & Organization skills (Essential)
• Team Player (Essential)
• Energetic (Essential)

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, gender identity, or any other basis as protected by applicable law.

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