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Workforce Services Analyst - SME

Job Location: TX - Austin

Regional Description: Southwest

Numer stanowiska: 00642420

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- Job description

Join Accenture and help transform leading organizations and communities around the world. The sheer scale of our capabilities and client engagements and the way we collaborate, operate and deliver value provides an unparalleled opportunity to grow and advance. Choose Accenture, and make delivering innovative work part of your extraordinary career.
People in our Client Delivery & Operations career track drive delivery and capability excellence through the design, development and/or delivery of a solution, service, capability or offering. They grow into delivery-focused roles, and can progress within their current role, laterally or upward.

The Key Responsibilities of the Workforce Services Analyst - SME are:
  • keep current on overall client and Accenture business changes to ensure program and work area compliance. 
  • Serve as a Workforce Subject Matter Expert, train and mentor new and less experienced team members.  
  • Communicate proactively with team members regarding vendor and line of business status or Accenture Delivery Centre operations, making suggestions for corrections to any issues.  
  • Develop and maintain methods and procedures.  
  • Respond to client requests in an accurate and timely manner.  
  • Manage client Accenture outage and bridge calls with client Accenture Delivery Operations Leads and vendor Accenture technology teams. 
  • Maintain a detailed record of activities, actions and impacts.  
  • Prepare departmental reports for daily, weekly, monthly and yearly periods Identify business process excellence improvement opportunities, contributing to design and execution.  
  • Forecasting and Planning Analyze current and historical call contact work volumes and patterns, handle time, productivity trends patterns and all future call contact work requirements to develop budget and call contact volume work forecasts. 
  • Analyze current and future call work handling resources, attrition trends, learning curve, shrinkage, productivity factors, desk availability and shift requirements, to develop staffing plan. 
  • Plan includes optimum skill set mix, replacement and recruiting timing, training and cross training details.   
  • Provide agreed upon monthly call contact work volume forecasts and assist with breakdown to daily forecasts as required.  
  • Analyze delivery centre shrinkage, make recommendations regarding reduction and provides shrinkage targets and vacation allowances when required.  
  • Develop skills based routing strategy and support.
Basic Qualifications
  • Required 3+ years Forecasting 

Preferred Qualifications
  • Intermediate in the following:
  • Contact Center Workforce Management 
  • Intermediate Cost Accounting 
  • Intermediate Process Improvement 
  • Intermediate Reporting and Analytics 
  • Intermediate Service Quality Management 
  • Intermediate Workforce Scheduling
  • Budgeting forecasting experience
Applicants for employment in the US must have work authorization that does not now or in the future require sponsorship of a visa for employment authorization in the United States and with Accenture. 

Candidates who are currently employed by a client of Accenture or an affiliated Accenture business may not be eligible for consideration.
Accenture is a federal contractor and an EEO and Affirmative Action Employer of Females/Minorities/Veterans/Individuals with Disabilities.
Equal Employment Opportunity
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.

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