Skill required:
Trust & Safety - Workforce Management (WFM)
Designation:
Delivery Operations Team Lead
Qualifications:
Any Graduation
Years of Experience:
7 to 11 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 world’s 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?
Accenture is a trusted, innovative, comprehensive, and experienced partner to leading platform companies. The Trust and Safety offering within Accenture Operations helps keep the internet safe and helps platform companies accelerate, scale, and improve their businesses. Content moderators serve as an important line of defense by helping improve the quality and safety of online content while gaining hands-on job experience. You will deliver value to our clients, while making a larger impact on society. You will be responsible for 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 coping, emotional resilience, and stress-management skills
- Excellent comprehension, communication, and (English) 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
- 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 ? Role Overview: As a Reporting Consultant or Associate Manager, you will play a pivotal role in managing and enhancing complex reporting processes, supporting both scheduled and ad hoc reporting needs. You will collaborate with cross-functional teams to develop insightful dashboards using AWS cloud technologies and serve as a subject matter expert (SME) on operational metrics and reporting standards. ? Key Responsibilities: o Manage and deliver complex reporting solutions, including scheduled and ad hoc reports. o Lead the development of dashboards and reporting tools using AWS cloud-based solutions. o Act as a subject matter expert on operational metrics and reporting frameworks. o Ensure data integrity, accuracy, and consistency across all reporting outputs. o Collaborate with stakeholders including Operations Managers, Workforce Management, and PMO teams. o Provide actionable insights and forecasting support to operations using AWS capabilities such as ML, forecasting, and anomaly detection. Roles and Responsibilities: ? Skills Required ? Technical: o 8 / 10 years of Core Reporting / MIS experience. o Proficient in SQL with a strong understanding of data querying and manipulation. o Familiarity with programming concepts (e.g., Macros, JSON). o Expertise in creating high-quality dashboards using Excel. o Advanced proficiency in Microsoft Office Suite, especially Excel and PowerPoint. o Experience with data visualization tools such as Tableau, QuickSight, or Power BI is a plus. ? Non - Technical: o Strong verbal and written communication skills; able to convey complex data clearly. o Ability to work under pressure and manage multiple priorities effectively. o Proven stakeholder management and relationship-building capabilities. o Strong analytical thinking, problem-solving, and decision-making skills. o Self-motivated with the ability to work independently and with minimal supervision. o Flexible and adaptable to changing business needs and environments. o Commitment to continuous improvement in reporting processes to drive strategic outcomes. o Ability to document and maintain process-related materials. o Capable of understanding diverse business scenarios and automating reporting solutions. o Skilled in summarizing and presenting insights from ad hoc data requests to support management, operations, and quality teams. o Detail-oriented with the ability to validate and verify data accuracy.
