Accenture is hiring For Workforce Management (Senior Analyst)

Responsibilities

• Assist in generating and updating mid-term and short-term volume forecasts using historical data, trend analysis, and business inputs
• Develop, maintain, and continuously improve forecasting models (volume, workload, and shrinkage) using historical data, trends, and predictive analytics.
• Analyze daily, weekly, and monthly patterns to support dynamic staffing recommendations and capacity planning.
• Forecast mid to short term visit demand and job times for field mobility workforce, using historical propensities and commercial drivers.
• Forecast mid to short term contact demand and call handling time (AHT) for service contact center, using historical propensities and commercial drivers
• Collaborate with internal teams (Operations, WFM Scheduling, HR, and Finance) to gather relevant business intelligence (e.g., marketing campaigns, seasonality, product launches).
• Create scenario planning models to simulate and present impacts of potential business changes or disruptions.
• Communicate forecasts and insights to stakeholders through clear visualizations, reports, and presentations.
• Monitor actual performance against forecasts, perform variance analyses, and refine forecasting methods accordingly.

Skills & Qualification

• 5-10 years of experience in workforce management forecasting, preferably in a contact center or service operations environment.
• Proficient in Microsoft Excel (including pivot tables, formulas, and charts).

• Basic knowledge of data analysis tools such as Time series, predictive analysis, Machine learning, R, Python).

• Experience with WFM software like NICE IEX will be an added advantage

• Basic understanding of forecasting methodologies (time series, regression, weighted average)

• 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.
• Adapt, thrive and multitask in a demanding workplace while managing pressure, deadlines and conflicting and shifting priorities.
• Proficiency in basic arithmetic and statistical concepts
• Must demonstrate perceptive, thorough and decisive approach to problem solving.