Workforce Management (Associate to Analyst level)
Bangkok
Job No. r00096848
Job Description
*The employment type of this role is 1-year contract basis with full benefits
Job Overview
Assist with the forecast and capacity planning of global team based on service level needs. The WFM analyst will help with building workforce management models to match the specific needs of the project. Main responsibilities include demand capacity updates, Ad Hoc headcount calculations, facilitate game planning meetings and support of new launches.
Primary Responsibilities
- 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
- Analyze 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
- Analyze 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
Working Environment
- Service Delivery and Target Driven environment
- Willing to work across different shift hours – including weekend hours
- Ability to meet tight deadlines with focus on quality, results and timely delivery. Candidate will need to stretch during peak / critical service delivery periods
- Work with integrity, confidentiality and professionalism