Workforce Services Specialist

Skill required: Trust & Safety - Workforce Management (WFM)
Designation: Workforce Services Specialist
Qualifications:Any Graduation
Years of Experience:7 to 11 years
Language - Ability:English(Domestic) - Intermediate
About Accenture
Accenture is a global professional services company with leading capabilities in digital, cloud and security.Combining unmatched experience and specialized skills across more than 40 industries, we offer Strategy and Consulting, Technology and Operations services, and Accenture Song— all powered by the world’s largest network of Advanced Technology and Intelligent Operations centers. Our 699,000 people deliver on the promise of technology and human ingenuity every day, serving clients in more than 120 countries. We embrace the power of change to create value and shared success for our clients, people, shareholders, partners and communities.Visit us at www.accenture.com 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 Accenture’s 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? •• Experience in excel based Capacity Planning • Broad-based knowledge of forecasting and scheduling. • Must have proficiency with various software applications programs including Lotus Notes, Microsoft Office Suite and Microsoft Project. • Strategic and analytical thinking skills with the ability to solve problems and make decisions. • Ability to conduct in-depth research and present recommendations. • Proven ability to manage large scale, collaborative, technical projects to closure. • Experience in working in a multi-program environment. • Excellent oral and written communication skills and exceptional interpersonal skills. • Capable of fostering a clear understanding of project’s role in meeting departmental objectives. • Ability to work independently with little or no supervision on complex projects. • Capable of conflict resolution and project risk mitigation. • Project management experience or Leadership experience of some sort. • Ability to conduct in-depth research and present recommendations.
Roles and Responsibilities: •• Discuss with stakeholders the projected forecast and the needed HC to meet SLA targets • Take the lead in forecast reviews to ensure capacity requirements are tracking according to plan • Manage vendor/operations capacity over and under process • Identify areas for vendor/operations operational and process improvement • Develop, plan and manage multiple WFM implementations with broad scope, high impact and variable implementation time frames. • Oversee all WFM related aspects of project implementation issues. • Provide WFM workload sizing, team engagement, and collection of various data elements to ensure successful implementation. • Oversee service analysis process to ensure timely and effective placement of new/expanding business. • Work directly with multiple resource groups, Client Services, Operation, Hiring team, Training team and Clients. • Ensure organizational interests are addressed by working closely with other implementation team members to ensure the overall success of the project. • Develop and write project management documentation (i.e., implementation plan, WFM sizing analysis, WFM Summary, etc.). • Oversee staffing planning support to Sales and Solutions for new/expanding business.