Job
Description
Skill required: Trust & Safety - Workforce Management (WFM) Designation: Workforce Services Analyst Qualifications: Any Graduation Years of Experience: 3 to 5 years What would you do? WFM will be Responsible for daily operations management - Volume forecasting, Roster, (Staffing), Overtime, tracking, scheduling and planning. Analyzing the trend of work flow Responsible for the overall WFM, scheduling, setting of goals, prioritization of work, performance reviews, etc. Develop and maintain short and long term forecast to ensure sufficient staff is available during peak periods. Effectively Analyse Data, communicate actionable Plans and drive improvement Work with real-time team to optimize operational performance on a daily basis. Generate new forecast when current day forecast has high deviation from actual. Lead weekly and daily staffing review meetings with management detailing previous and current week s performance and forecaster performance. Review and analyze the monthly, quarterly and yearly PerformanceThe Workforce Management team focuses on maximizing performance levels and competency for an organization. This includes activities needed to maintain a productive workforce, such as field service management, human resource management, performance and training management, data collection, recruiting, budgeting, forecasting, scheduling, and analytics. This team owns the client relationship and partner on Capacity Planning/Schedule Adherence, help gather insights and provide feedback on the gaps/opportunities in performance capacity. The team helps identify, evaluate and drive continuous improvement in Service Delivery Performance. This team is also responsible for innovation in the workforce management space - providing insights to Accenture and Client leadership on improving efficiencies. They also ensure adherence to revenue and cost targets, own efficiency improvement goals. This team also partners wit regional leads and ensure we are compliant on all internal and client audits. What are we looking for? Adaptable and flexible Ability to establish strong client relationship Ability to work well in a team Commitment to quality Written and verbal communication Strong knowledge of WFM tools & methodologies – 3-4 years of experience expected Strong knowledge of VBA and Microsoft Excel to create pivot tables, graphs and charts Analytical skills that allow for the development of data-driven reports Demonstrated ability to manage time and prioritize projects to meet deadlines Strong written and verbal communication skills to effectively relate data to coworkers Excellent critical thinking skills to help solve business problems and make decisions Tendency to pay close attention to small details that could impact results General knowledge of business operations, objectives, strategies, process and information flow Roles and Responsibilities: In this role you are required to do analysis and solving of lower-complexity problems Your day to day interaction is with peers within Accenture before updating supervisors In this role you may have limited exposure with clients and/or Accenture management You will be given moderate level instruction on daily work tasks and detailed instructions on new assignments The decisions you make impact your own work and may impact the work of others You will be an individual contributor as a part of a team, with a focused scope of work Please note that this role may require you to work in rotational shifts Qualifications Any Graduation
