Workforce Services Specialist

Skill required: Capacity Planning & Forecasting - Customer Acquisition Strategy & Implementation
Designation: Workforce Services Specialist
Qualifications:Any Graduation
Years of Experience:7 to 11 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 for developing and managing accurate long-term Capacity planning models. These forecasts inform staffing, budgeting, and operational decisions across multiple business units and channels (voice and non-voice.). Capacity Planning & Forecasting involves predicting future resource needs and ensuring that the company can meet demand. This includes analyzing data, forecasting trends, and planning for workforce, equipment, and inventory requirements. The goal is to optimize resource allocation and prevent shortages or excesses. Responsibilities include data analysis, scenario planning, and collaboration with various departments. This role is essential for maintaining operational efficiency and meeting business goals. • Creation of short-term planning packs to produce 30 min interval Supply vs Demand and ABR projections by product type • Provide executive-level reports and presentations with clear narratives, assumptions, and recommendations. • Mentor and support junior planners and analysts within the Planning team. • Provide guidance to the schedulers to help them place off phone time in the best place and optimize schedules to minimize customer impact • Work closely with the forecasting team to understand the demand planning and the impact on Capacity planning • Create process maps, standard working instructions for the areas they are responsible for.
What are we looking for? • Develop and maintain comprehensive capacity plans that align workload forecasts with staffing. • Analyze historical run rates, efficiency assumptions, and shrinkage to model capacity needs across multiple lines of business. • Ensure all product outlooks are understood and reflect expectation based on detailed knowledge of the product area, ensure that this is clearly articulated both verbally and in writing to all Stakeholders • Conduct scenario modelling analysis to assess the impact of different business strategies, operational changes, or unexpected events. • Partner closely with Forecasting, Scheduling, Cross functional interfacing teams to align capacity plans with hiring timelines, training schedules, and budget constraints. • Translate capacity models into actionable headcount and hiring plans, ensuring service level targets and efficiency goals are met. • Build and enhance capacity planning models and tools using advanced Excel, IEX • Identify and escalate capacity risks and constraints; propose mitigation strategies and drive cross-functional decision-making. • Identify gaps in supply versus demand and manage actions to mitigate ensuring communication with other planning teams and operational stakeholders. • 5+ years of experience in workforce management Capacity planning, preferably in a contact center or service/sales/retail operations environment. • Advanced proficiency in Excel • Experience with Capacity planning models, workforce management systems like NICE IEX, Geneys • Strong understanding of contact center KPIs (e.g., AHT, shrinkage, service level, occupancy) and their impact on capacity models. • Familiarity with budget planning and FTE forecasting processes. • Real sense of ownership and accountability to deliver against plan. • Exceptional analytical and problem-solving skills, with attention to detail and accuracy. • Ability to forge positive, objective relationships with Client, Operations and Support teams
Roles and Responsibilities: •In this role you are required to do analysis and solving of moderately complex problems • May create new solutions, leveraging and, where needed, adapting existing methods and procedures • The person would require understanding of the strategic direction set by senior management as it relates to team goals • Primary upward interaction is with direct supervisor • May interact with peers and/or management levels at a client and/or within Accenture • Guidance would be provided when determining methods and procedures on new assignments • Decisions made by you will often impact the team in which they reside • Individual would manage small teams and/or work efforts (if in an individual contributor role) at a client or within Accenture • Please note that this role may require you to work in rotational shifts