Job Description

•Acts as 1st level of escalation of Intraday Analysts in terms of misses in Service Level or challenges with Operations in executing real time action plans.

•Functions as 1st level of escalation in terms of reporting inquiries or troubleshooting of reports. Provides input to WFM team in terms of conceptualizing intraday reports that drive efficiency to the team and also help in Operations performance.

•Provide trainings and conduct knowledge transfer sessions to other WFM members especially new members on WFM tools and function as go-to person when there are inquiries arise from RTAs and Operations.

•Primarily responsible to generate performance reports and provide input and recommendation on reporting, and analysis based on performance trends.

•Required to follow the planned data collection, including the types of data and time of data to be captured.

•Automate reports to reduce inefficiencies by designing macros.


•Open to college graduate and undergraduate with relevant work experience •Must have at least 1 year relevant work experience •Experience in forecasting, planning and scheduling calls/ contacts or work volumes is a plus •Basic knowledge on Infrastructure Services •Excellent English communication and analytical skills •Proficient in MS Office applications •Willing to work on holidays, weekends, shifting schedules and extended working hours

All employment decisions shall be made without regard to age, race, creed, color, 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 protected by federal, state, or local law.

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

Accenture is committed to providing veteran employment opportunities to our service men and women.

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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