Role Workforce Services Senior Analyst (Capacity Planning) Responsible for developing and managing accurate mid to short-term Capacity planning models. These forecasts inform staffing, budgeting, and operational decisions across multiple business units and channels (voice and non-voice). Responsibilities Develop and maintain comprehensive capacity plans that align workload forecasts with staffing. Analyze historical run rates, efficiency assumptions, and shrinkage to model capacity needs across multiple lines of business. Ensure all product outlooks are understood and reflect expectations based on detailed knowledge of the product area, ensure that this is clearly articulated both verbally and in writing to all Stakeholders Conduct scenario modelling analysis to assess the impact of different business strategies, operational changes, or unexpected events. Partner closely with Forecasting, Scheduling, and cross-functional interfacing teams to align capacity plans with hiring timelines, training schedules, and budget constraints. Translate capacity models into actionable headcount and hiring plans, ensuring service level targets and efficiency goals are met. Build and enhance capacity planning models and tools using advanced Excel, IEX Identify and escalate capacity risks and constraints; propose mitigation strategies and drive cross-functional decision-making. Identify gaps in supply versus demand and manage actions to mitigate, ensuring communication with others planning teams and operational stakeholders. Creation of short-term planning packs to produce 30-minute interval Supply vs Demand and ABR projections by product type Provide executive-level reports and presentations with clear narratives, assumptions, and recommendations. Mentor and support junior planners and analysts within the Planning team. Guide the schedulers to help them place off-phone time in the best place and optimize schedules to minimize customer impact Work closely with the forecasting team to understand the demand planning and the impact on Capacity planning Create process maps, standard working instructions for the areas they are responsible for. Skills && Qualification 1-2 years of experience in workforce management, Capacity planning, preferably in a contact center or service/sales/retail operations environment. Strong proficiency in Excel (e.g., pivot tables, charts, formulas). Experience with Capacity planning models, workforce management systems like NICE IEX, Geneys) Basic understanding of contact center KPIs (e.g., AHT, shrinkage, service level, occupancy) and their impact on capacity models. Real sense of ownership and accountability to deliver against the plan. Good 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. Must demonstrate a perceptive, thorough, and decisive approach to problem-solving. Soft Skills && Behavior Strong business acumen and ability to link workforce metrics to operational and financial outcomes. Excellent verbal and written communication skills; ability to translate complex data into actionable insights for non-technical stakeholders. Demonstrated ability to manage multiple priorities and deadlines in a fast-paced environment Experience working cross-functionally with Operations, Finance, and IT. Comfortable leading initiatives, facilitating meetings, and influencing decision-making at senior levels. Build and maintain effective relationships with Stakeholders for the sites/products that you are responsible for, ensuring constant communication and collaboration
Job Description International Voice Customer Support Job Title: International Voice Customer Support Executive Location: [ Gurgaon Experience: 01 Years Job Type: Full-time | Night Shifts (as per process) About the Role We are looking for enthusiastic and customer-focused professionals to join our International Voice Support team . The ideal candidate will have excellent English communication skills , a customer-first mindset , and the ability to resolve queries efficiently over phone calls. This role involves handling international customers (US) and delivering a high-quality support experience. Key Responsibilities Handle inbound and outbound international voice calls and resolve customer queries in a professional and timely manner. Provide accurate information, troubleshoot issues, and ensure first-call resolution whenever possible. Escalate complex queries to the appropriate team while maintaining ownership of the case. Maintain records of customer interactions and transactions accurately in the system. Meet or exceed daily/weekly performance metrics including quality, productivity, and customer satisfaction. Follow process guidelines, scripts, and standard operating procedures while ensuring a personalized approach. Contribute to continuous improvement initiatives by sharing customer feedback and suggesting process enhancements. Required Skills & Qualifications 01 years of experience in International Voice Process / BPO / Customer Support (Freshers with excellent communication are welcome). Excellent verbal communication skills in English with a neutral or global accent . Good listening skills and the ability to handle customer objections confidently. Basic computer literacy (MS Office, CRM tools). Ability to work in night shifts as per business requirements. Customer-oriented attitude with a problem-solving mindset. Preferred Qualifications Prior experience in international BPO or technical voice support . Experience supporting US/UK/Australia customers. Knowledge of basic ticketing or CRM systems. Why Join Us Exposure to global customer interactions Communication skill enhancement and structured training Fast-track career growth in Customer Support / Operations Work with dynamic teams in a professional environment
Advertising Sales Rep Analyst Digital Inside Sales Skill Required: Digital Inside Sales Inside Sales Designation: Advertising Sales Rep Analyst Qualifications: Any Graduation Years of Experience: 3 to 5 years What Would You Do Transform sales to become a future-ready and digital B2B revenue engine. Responsibilities include: - Support lead/opportunity generation through calls, emails, and social media outreach. - Schedule first meetings for sales/pre-sales engagements. - Conduct customer surveys and identify participants for events. - Increase awareness of products or offerings on behalf of sales/ marketing teams. Roles and Responsibilities Analyze and solve lower-complexity problems. Daily interactions primarily with peers within Accenture, escalating to supervisors as needed. Limited exposure to clients and/or Accenture management. Follow moderate-level instructions for routine tasks and detailed instructions for new assignments. Decisions impact your work and may affect others work. Function as an individual contributor within a team, with a focused scope of work. Rotational shifts may be required.
Job Description Skill Required: Delivery Sales Reporting Designation: Power bi developer Qualifications: Any Graduation Years of Experience: 3 to 14 years What are we looking for Sales Operations Functional Expertise: Deep understanding of end-to-end sales lifecycle processes including Sales Support, Pricing & Quoting, Bid & Proposal Management, Contract Lifecycle, Order Management, and Incentives. Sales Transformation: Proven experience in leading or supporting large-scale sales operations transformation projectspreferably for external clientswith a focus on process standardization, consolidation, and operating model redesign. Sales Analytics & Insights Sales Reporting and Visualization: Strong skills in Sales, data analysis, business intelligence, and visualization. Ability to generate actionable insights and drive decision-making. Stakeholder Management Consulting & Communication Skills Problem Solving skills Innovative & Future-Focused Roles and Responsibilities: Ensure high-quality delivery of reports, dashboards and data models. Ensure data quality, governance, and secure access across platforms Author, review and validate dashboards, visual designs, and model outcomes. Encourage adoption of best practices in code management, versioning, and documentation. Manage, and mentor a high-performing team of SQL, Python, Power Platform, Power BI (or similar platforms) developers, and Data Analytics practitioners. Proactively lead work allocation, delivery timelines, data quality, review metrics and KPIs. Manage multiple projects and tasks while maintaining high attention to detail Provide technical and functional guidance to team members. Conduct regular performance reviews, skill development sessions, and team health checks. Collaborate with senior business leaders, stakeholders and global teams to define problem statements, solutions, KPIs, and success metrics. Serve as the client-facing SME for all analytics and visualization needs in the sales domain. Strong communication of data analytics, and visualizations through effective storytelling. Ensure proactive communication of status, updates, asks, achievements, and challenges. Any Graduation
Skill required: Next Generation Customer Operations - Customer Service Technology Designation: Delivery Operations Senior Analyst Qualifications: Any Graduation Years of Experience: 5 to 8 years About Accenture 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, Technology and Operations services, and Accenture Song all powered by the worlds largest network of Advanced Technology and Intelligent Operations centers. Our 699,000 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 What would you do You will be aligned with our Customer Support vertical and help us in managing/ resolving customers query, handling escalations and complaints of the dissatisfied customers & giving best resolutions. You will also be responsible for closing the fault and complaints within SLA s. a transformation from a necessary function for resolving customer problems into a value- generating service that is a strategic differentiator in the market. Platform and software contact centers use to provide customer support. The quality and capabilities of the technology have a significant impact on both customer and agent experience, as well as contact center performance. What are we looking for Adaptable and flexible Problem-solving skills Agility for quick learning Ability to work well in a team Commitment to quality Roles and Responsibilities: In this role you are required to do analysis and solving of increasingly complex problems Your day to day interactions are with peers within Accenture You are likely to have some interaction with clients and/or Accenture management You will be given minimal instruction on daily work/tasks and a moderate level of instruction on new assignments Decisions that are made by you impact your own work and may impact the work of others In this role you would be an individual contributor and/or oversee a small work effort and/or team Please note that this role may require you to work in rotational shifts
Challenge Yourself Join Our International Voice Process Team! Location: Gurgaon, Bangalore and Mumbai (Onsite) Salary: Up to 6.5 LPA Experience Required: Minimum 1 year in International Voice Support Are you the voice that customers remember Can you handle pressure with a smile and deliver world-class service while juggling multiple queries This isnt just a job its a test of your skills, stamina, and communication finesse. The Challenge: Were looking for customer support warriors who are ready to take on the fast-paced world of international client communication. If youve got the voice, the attitude, and the agility this is your arena. Youre the Right Fit If You Can: Communicate clearly and confidently in English no room for hesitation here. Tackle complex queries with speed and precision. Stay calm, professional, and persuasive even when the pressures on. Commit to working onsite in Gurgaon because excellence needs presence. Whats in it for You A competitive salary package (up to 6.5 LPA) A team that thrives on energy, ambition, and mutual support. A career track with global exposure and real growth potential. What would you do You will be aligned with our Customer Support vertical and help us in managing/ resolving customers query, handling escalations and complaints of the dissatisfied customers & giving best resolutions. You will also be responsible for closing the fault and complaints within SLA's. Looking for a candidate who is good in communication and has good knowledge on metrics of Customer Support Customer service refers to the assistance and support provided by a business or organization to its customers before, during, and after a purchase or use of a product or service. It involves addressing inquiries, resolving issues, and ensuring customer satisfaction to build and maintain positive relationships. What are we looking for Adaptable and flexible Agility for quick learning Ability to work well in a team Commitment to quality Problem-solving skills Roles and Responsibilities: In this role you are required to solve routine problems, largely through precedent and referral to general guidelines Your expected interactions are within your own team and direct supervisor You will be provided detailed to moderate level of instruction on daily work tasks and detailed instruction on new assignments The decisions that you make would impact your own work You will be an individual contributor as a part of a team, with a predetermined, focused scope of work Please note that this role may require you to work in rotational shifts Any Graduation