Job Description

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, Interactive, Technology and Operations services—all powered by the world’s largest network of Advanced Technology and Intelligent Operations centers. Our 537,000 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.

In today’s business environment, growth isn’t just about building value—it's fundamental to long-term business survival. So how do organizations sustain themselves? The key is a new operating model—one that's anchored around the customer and propelled by intelligence to deliver exceptional experiences across the enterprise at speed and at scale. You will deliver breakthrough business outcomes for clients—by harnessing talent, data and intelligence to revolutionize their operating models.

Operations is one of four services that make up one Accenture –the others are Strategy and Consulting, Interactive and Technology.

The Workforce Management Senior Analyst assists the Workforce Management (WFM) Lead with forecasting and capacity planning process through monthly discussion and graphic analysis of volumes, average handling time (AHT), and volume drivers.

Key Responsibilities

  • Analyze 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 delivery locations are appropriately staffed based on client requirement and internal capacity plan numbers

  • Communicate to stakeholders on performance and challenges such as providing direction, guidelines, performance update to hit service level goals and making suggestions for corrections to any issues

  • Work with multidisciplinary teams across both Accenture and client teams to execute project deliverables

  • Maintain flexibility regarding requests and actions assigned to meet needs of the client

  • Establish a professional and collaborative working relationship with the client

  • Communicate and celebrate successes and achievements

Role Requirements: Must have flexibility around working hours including weekends during peak critical service delivery periods

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    Qualifications

    Basic Qualifications

    • Minimum 1 year workforce management experience

    • Minimum 1 year with a service desk or call center

    Preferred Qualifications

    • Adaptable to continuously evolving products and customer needs

    • Experience with SQL, Excel, Google Sheets, and data/analytical interpretation

    Professional Skill Requirements

    • Ability to multi-task and work under pressure

    • Self-driven with strong attention to detail with ability to follow tasks through to conclusion

    • Ability to work independently and meet deadlines

    • Excellent written and verbal communication skills as well as strong interpersonal skills

    Pursuant to the Colorado Equal Pay Transparency Act, if you are located in Colorado, the expected salary range for this role is $48600 - $105800.



    What We Believe


    We have an unwavering commitment to diversity with the aim that every one of our people has a full sense of belonging within our organization. As a business imperative, every person at Accenture has the responsibility to create and sustain an inclusive environment.


    Inclusion and diversity are fundamental to our culture and core values. Our rich diversity makes us more innovative and more creative, which helps us better serve our clients and our communities. Read more here


    Equal Employment Opportunity Statement


    Accenture is an Equal Opportunity Employer. We believe that no one should be discriminated against because of their differences, such as age, disability, ethnicity, gender, gender identity and expression, religion or sexual orientation.


    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.


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


    For details, view a copy of the Accenture Equal Opportunity and Affirmative Action Policy Statement.


    Requesting An Accommodation


    Accenture is committed to providing equal employment opportunities for persons with disabilities or religious observances, including reasonable accommodation when needed. If you are hired by Accenture and require accommodation to perform the essential functions of your role, you will be asked to participate in our reasonable accommodation process. Accommodations made to facilitate the recruiting process are not a guarantee of future or continued accommodations once hired.


    If you would like to be considered for employment opportunities with Accenture and have accommodation needs for a disability or religious observance, please call us toll free at 1 (877) 889-9009, send us an email or speak with your recruiter.


    Other Employment Statements


    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.


    Candidates who are currently employed by a client of Accenture or an affiliated Accenture business may not be eligible for consideration.


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


    The Company will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. Additionally, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the Company's legal duty to furnish information.

    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. 

    Please be aware that Accenture requires all employees to be fully vaccinated as a condition of employment. Accenture will consider requests for medical or religious accommodation to this vaccination requirement during the recruiting process.

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