Workforce Services Senior Analyst

As a Workforce Services Senior Analyst at Accenture, you will be aligned with the Customer Support vertical to manage and resolve customer queries, handle escalations and complaints, and provide optimal resolutions. Your responsibilities will include closing faults and complaints within SLAs, strategically aligning people and resources to business objectives, optimizing scheduling and performance management based on agent availability, forecasted call volume, and revenue targets. This institutional process aims to maximize performance levels and competency within the organization through various workforce management activities such as field service management, human resource management, performance and training management, data collection, recruiting, budgeting, forecasting, scheduling, and analytics. **Key Responsibilities:** - Analyze and solve moderately complex problems - Create new solutions by leveraging existing methods and procedures - Understand the strategic direction set by senior management in relation to team goals - Interact with direct supervisors, peers, and management levels - Receive guidance on determining methods and procedures for new assignments - Make decisions that impact the team - Manage small teams or work efforts at a client or within Accenture - Work in rotational shifts as required **Qualifications Required:** - Graduation in any field - Proficiency in Microsoft Excel and PowerPoint - Adaptability and flexibility - Quick learning agility - Strong written and verbal communication skills - Ability to meet deadlines - Collaboration and interpersonal skills As an expert in Workforce Dialer - Workforce Management (WFM) with 5-7 years of experience, fluent in English (International), you will play a crucial role in delivering exceptional customer support services at Accenture. Visit www.accenture.com to learn more about our global professional services company with leading capabilities in digital, cloud, and security. Join our team of 699,000 professionals across more than 120 countries to embrace change, create value, and drive shared success for our clients, people, shareholders, partners, and communities.,