Workforce Services Senior Analyst

 About The Role  
Skill required: Trust & Safety - Workforce Management (WFM)
Designation: Workforce Services Senior Analyst
Qualifications:Any Graduation
Years of Experience:5 to 8 years
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. You will be responsible for leading a team of Content Moderators whose role is 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 and you 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, any role supporting content moderation needs 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 Accentures 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?
oAs a WFM Consultant or Associate Manager, you will be responsible for leading and optimizing end-to-end workforce management processes across multiple programs or geographies. You will serve as a strategic partner to operations and leadership teams, ensuring workforce strategies are aligned with business objectives and service delivery excellence.oDeep expertise in WFM concepts and tools (e.g., NICE, Verint, Aspect).oCore WFM experience of 8 / 10+ years.oAdvanced proficiency in Excel for data analysis and reporting.oExperience in building and managing Excel-based scheduling models and performance dashboards.oFamiliarity with BI tools such as Tableau, QuickSight, Power BI.oHands-on experience in forecasting, scheduling, real-time adherence (RTA), and capacity planning.oEffective Communication:Ability to influence and engage stakeholders across levels.oStakeholder Management:Build strong relationships with internal and external partners.oStrategic Thinking:Translate operational challenges into scalable WFM solutions.oSelf-Leadership:Operate independently, prioritize effectively, and adapt to dynamic environments.oPresentation
Skills:

Deliver insights in a structured and impactful manner to leadership.oInterpersonal
Skills:

Foster collaboration and team synergy.oReporting Enhancement:Innovate reporting frameworks to support strategic goals and client engagement.oProcess Documentation:Maintain comprehensive documentation of WFM processes and SOPs.oBusiness Acumen:Understand operational nuances and translate them into actionable workforce st
Roles and Responsibilities: ?Key Responsibilities:oLead complex WFM functions including forecasting, scheduling, real-time monitoring, and capacity planning across multiple accounts or regions.oCollaborate with Operations, PMO, Reporting, and MIS teams to drive workforce alignment with business goals.oAct as a Subject Matter Expert (SME) for WFM tools, methodologies, and best practices.oUtilize AWS cloud-based solutions for advanced forecasting, anomaly detection, and automation of WFM workflows.oEnsure data integrity and consistency across WFM dashboards and reporting systems.oDeliver strategic insights and recommendations to senior stakeholders to support data-driven decision-making.oDrive continuous improvement initiatives in WFM processes and reporting frameworks.
 Qualification Any Graduation