Workforce Services Senior Analyst

As a Workforce Services Senior Analyst at Accenture, you will be part of the Customer Support vertical, where your primary responsibilities will include managing and resolving customer queries, handling escalations and complaints from dissatisfied customers, and ensuring the best possible resolutions. Your role will also involve closing faults and complaints within SLAs. Your key focus will be on strategically aligning people and resources to business objectives in order to optimize and automate scheduling and performance management based on agent availability, forecasted call volumes, and revenue targets. The Workforce Management team, to which you will belong, plays a vital role in maximizing performance levels and competency within the organization. This encompasses various activities such as field service management, human resource management, performance and training management, data collection, recruiting, budgeting, forecasting, scheduling, and analytics. As part of the team, you will be responsible for owning client relationships and collaborating on Capacity Planning/Schedule Adherence to provide insights and feedback on performance capacity gaps and opportunities. Your role will involve identifying, evaluating, and driving continuous improvement in Service Delivery Performance, as well as innovating in the workforce management space to enhance efficiencies. Additionally, you will ensure adherence to revenue and cost targets, own efficiency improvement goals, and partner with regional leads to maintain compliance with internal and client audits. To excel in this role, you should possess proficiency in Microsoft Excel and PowerPoint, along with being adaptable, flexible, and capable of working effectively in a team environment. Strong written and verbal communication skills, agility for quick learning, the ability to meet deadlines, and expertise in Workforce Analytics and Workforce Experience Analytics are also essential. In your daily tasks, you will be expected to analyze and solve increasingly complex problems, with interactions primarily with peers within Accenture and occasional engagement with clients and/or Accenture management. While you will receive minimal instruction for daily work and tasks, you can anticipate a moderate level of guidance for new assignments. The decisions you make will impact your own work and potentially that of others. This role may involve working in rotational shifts. If you have a Bachelor's degree and 5 to 8 years of relevant experience, and you are looking to contribute to a global professional services company with a focus on digital, cloud, and security capabilities, Accenture offers an opportunity for you to leverage your skills and expertise to drive value and shared success for clients, stakeholders, and communities.,