Delivery Operations Analyst

 About The Role  

Skill required: User-Generated Content Moderation - Content management

Designation: Delivery Operations Analyst

Qualifications:Any Graduation

Years of Experience:3 to 5 years

What would you do? You will be responsible to oversee workforce scheduling and real-time operational performance to ensure optimal resource utilization and adherence to service level agreements. The role involves monitoring live metrics, executing intraday adjustments, collaborating with stakeholders, and providing data-driven insights to support operational efficiency and continuity.Analyzing and reviewing user profiles, audio, videos, and text-based content and/or investigating, escalating and/or resolving issues that are reported by users or flagged by the system. Due to the nature of the role, the individual may be exposed to flashing lights or contrasting light and dark patterns.Content moderation is meaningful work that helps keep the internet safe. It may also be challenging, at times. In the context of this role, individuals may be directly or inadvertently exposed to potentially objectionable and sensitive content (e.g., graphic, violent, sexual, or egregious). Therefore, content moderators need strong resilience and coping skills. We care for the health and well-being of our people and provide the support and resources needed to perform their role responsibilities. Active participation in Accenture??s well-being support program, designed specifically for the Trust & Safety community, provides valuable skills to promote individual and collective well-being.

What are we looking for? ?¢Strong analytical, planning, and problem-solving capabilities?¢Ability to operate effectively in a fast-paced, time-sensitive environment?¢Excellent communication and stakeholder management skills?¢Proficiency in workforce management tools, dashboards, and advanced spreadsheet applications?¢Strong coping, emotional resilience, and stress-management skills?¢Excellent comprehension, communication skills?¢Ability to perform duties objectively, devoid of inherent biases or personal beliefs, in the best interest of client policies?¢Strong attention to detail?¢Comfort synthesizing and analyzing information from multiple streams?¢Strong critical thinking and decision-making skills?¢Overall 3+ years of experience in the operations domain?¢2+ years of experience as an Operations Analyst, RTM, Scheduler, or in a similar workforce management role?¢Flexibility and availability to work rotational shifts, weekends, and extended hours to support business operations?¢Strong understanding of social media platforms, digital ecosystems, and supporting technologies?¢Familiarity with internet policies and content moderation environments?¢Comprehensive knowledge of WFM tools, operational concepts, and associated methodologies, including Quality Assurance (QA) frameworks?¢Experience working in metric-driven, process-intensive operational environments?¢Ability to monitor, analyze, and interpret operational reports, and provide actionable recommendations (good to have)?¢Demonstrated ability to exercise sound judgment and decision-making in high-pressure, real-time environments?¢Review, classify and/or remove content according to client guidelines, using specific tools and channels?¢Understand and remain updated on changing client policies and guidelines?¢Investigate, resolve, and relay complex content issues to the broader Trust and Safety team

Roles and Responsibilities: ?¢Workforce Scheduling & PlanningDevelop, publish, and maintain workforce schedules based on forecasted staffing requirementsCollaborate with Operations teams to manage shift bids, PTO/leave requests, and schedule changesCoordinate workforce planning for holidays, special events, training sessions, and non-productive time (NPT)Track and report on schedule coverage, forecast accuracy, capacity utilization, and staffing effectiveness?¢Real-Time Monitoring (RTM) & Intraday ManagementMonitor real-time operational performance to ensure adherence to SLAs, KPIs, and productivity targetsAnalyze intraday, daily, and weekly data to identify performance gaps and recommend staffing adjustmentsExecute intraday workforce interventions to mitigate service level risks, backlogs, and operational disruptionsProactively communicate operational status, risks, and escalations to stakeholders and leadership?¢Reporting, Insights & Continuous ImprovementPrepare and present WFM and operational performance reports to stakeholders and leadership teamsDrive continuous improvement initiatives across WFM processes, tools, and systemsEnsure data accuracy, documentation standards, and audit readiness for workforce planning and real-time operations
 Qualification Any Graduation