Workforce Services Specialist

As a Workforce Services Specialist at Accenture, you will be responsible for aligning people and resources to business objectives in a strategic manner that optimizes scheduling and performance management. Your role will involve maximizing performance levels and competencies within the organization, focusing on workforce management activities such as field service management, human resource management, performance and training management, data collection, recruiting, budgeting, forecasting, scheduling, and analytics. You will work towards maintaining a productive workforce by ensuring strategic alignment of resources based on agent availability, forecasted call volume, and revenue targets. Your responsibilities will include handling customer queries, resolving escalations and complaints, ensuring fault closure within SLA's, and collaborating with the Workforce Management team to drive continuous improvement in service delivery performance. In this role, you will be expected to possess skills in resource capacity forecasting & planning, workforce analytics, problem-solving, and numerical ability. You will analyze and solve moderately complex problems, create new solutions, understand the strategic direction set by senior management, and interact with peers and clients within Accenture. You may be required to work in rotational shifts, manage small teams, and make decisions that impact the team's performance and goals. Your role will also involve partnering with regional leads, ensuring compliance with internal and client audits, and driving innovation in the workforce management space to improve efficiencies. If you are a highly skilled professional with 7 to 11 years of experience, proficient in workforce dialer and management, and possess expert English language abilities, we encourage you to apply for this exciting opportunity at Accenture.,