Job
Description
Skill required: Trust & Safety - Workforce Management (WFM)
Designation: Workforce Services New Associate
Qualifications:Any Graduation
Years of Experience:0 to 1 years
What would you do? Enables a superior brand experience , accelerates responsible growth and creates a secure environmentDUTIES AND RESPONSIBILITIES:
Monitor daily operational metrics (SLA/KPI s/Adherences etc...) on real time basisPublishing real time reports for performance monitoring ,coordinating with internal/ external stake holders as in when requiredPreparing RCA, Maintaining Downtime trackers , Proposing schedule changes to meet performance , Acting on Roster Swap / Week off Swap / Break Swap requested received through email or tool.Deliver timely ad hoc and standard operational reportsWork with process subject matter experts from each functional teamAssist in designing insightful report views (excel-based or tool-based or dashboards)Provide regular and ad-hoc results interpretation to Accenture management as requestedYou 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.The 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? Utilize data to identify trends and opportunities for improvement Work with other teams and stakeholders to identify opportunities to improve performance results in accordance with contractual agreements between Accenture, vendors and clients Perform Quality Assurance (QA) on reporting analysis performed by other reporting groups as needed KEY QUALIFICATIONS/SKILLS Graduate with 2 years of working experience with Metrics and Reporting Make/propose improvements to work products, services or processes Excellent oral and written communication skills. Comply with Accenture standards, procedures and policies Build skills (self or others) needed to execute responsibilities Working experience on WFM tools, applications and functions is preferredOVERALL PURPOSE OF JOB:Responsible to execute all WFM related activities as directed by function and/or supervisor. Exhibit collaboration and effective communication skills to generate quality outcomes. Whenever necessary do the root cause analysis for leadership and/or client. ** Willing to work in 24*7 environment with rotational shifts and Week offs .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. Review, classify and/or remove content according to client guidelines, using specific tools and channelsUnderstand and remain updated on changing client policies and guidelinesInvestigate, resolve, and relay complex content issues to the broader Trust and Safety team
Roles and Responsibilities: In this role you are required to solve routine problems, largely through precedent and referral to general guidelines Your primary interaction is within your own team and your direct supervisor In this role you will be given detailed instructions on all tasks The decisions that you make impact your own work and are closely supervised You will be an individual contributor as a part of a team with a predetermined, narrow scope of work Please note that this role may require you to work in rotational shiftsStrong coping, emotional resilience, and stress-management skillsExcellent comprehension, communication, and (insert language) skillsAbility to perform duties objectively, devoid of inherent biases or personal beliefs, in the best interest of client policiesStrong attention to detailComfort synthesizing and analyzing information from multiple streamsStrong critical thinking and decision-making skills
Qualifications
Any Graduation
