Workforce Services Analyst
Accenture
1 - 2 years
Bengaluru
Posted: 26/07/2025
Job Description
Designation: Workforce Services Analyst
Qualifications:Any Graduation
Years of Experience:3 to 5 years
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? You will be aligned with our Customer Support vertical and help us in managing/ resolving customers query, handling escalations and complaints of the dissatisfied customers & giving best resolutions. You will also be responsible for closing the fault and complaints within SLA s. strategic alignment of people and resources to business objectives in ways that optimize and automate scheduling and performance management based on agent availability, forecast call volume, and revenue targets. Responsible to create and manage agent schedules based on the interval staffing requirement provided by the Capacity planning team. An institutional process that maximizes performance levels and competency for an organization. The process includes all the activities needed to maintain a productive workforce, such as field service management, human resource management, performance and training management, data collection, recruiting, budgeting, forecasting, scheduling and analytics.
What are we looking for? • Develop and maintain staffing schedules across lines of business and channels and ensures maximum effectiveness of schedule created basis capacity requirements • Responsible to open all future exception like VL, LOA, Full day Training as allocated by the Capacity Planning team • Responsible to optimize schedule thru offering off the phone exceptions, break optimization or provide OT requirements after receiving all future exceptions • Responsible to produce over and under staffing view Report • Responsible to publish agent schedules to operations • Responsible to process shift bids • Provides scheduling report that will show scheduling effectiveness information, OT requirement report, DOW schedule pattern, etc. • Plan, monitor and optimize off-phone time in conjunction with operations considering training, team meetings and other off-phone activities with service levels. • Identify ways to improve resource wastage wherever possible. • Analyze contact volume data, forecasting staffing needs, and creating schedules that balance workload and employee preferences • Track employee-based data e.g. absence, holiday balancing colleague fairness and entitlements with coverage requirements • Optimize schedule allocations to • 1-2 years of experience in scheduling preferably in a contact center or service/sales/retail operations environment. • Strong communication skills • Above average reporting skills • Excellent analytical skills • Must possess effective organizational skills and time management skills • Should have working knowledge in relevant WF tools such as IEX • Strong proficiency in Excel (e.g., pivot tables, charts, formulas). • Basic understanding of contact center KPIs (e.g., AHT, shrinkage, service level, occupancy) and their impact on capacity models. • Real sense of ownership and accountability to deliver against plan. • Good analytical and problem-solving skills, with attention to detail and accuracy. • Adapt, thrive and multitask in a demanding workplace while managing pressure, deadlines and conflicting and shifting priorities. • Must demonstrate perceptive, thorough and decisive approach to problem solving. • Proactive in highlighting opportunities to improve performance in all areas of Operations – reduce costs, improve service levels optimize customer satisfaction. • Proactive development of shift review proposals in line with business needs, supported by documented business case/proposal documents.
Roles and Responsibilities: •In this role you are required to do analysis and solving of lower-complexity problems • Your day to day interaction is with peers within Accenture before updating supervisors • In this role you may have limited exposure with clients and/or Accenture management • You will be given moderate level instruction on daily work tasks and detailed instructions on new assignments • The decisions you make impact your own work and may impact the work of others • You will be an individual contributor as a part of a team, with a focused scope of work • Please note that this role may require you to work in rotational shifts • Ensure scheduling accuracy for sites and agents and ensuring that Scheduling KPIs and O/U are optimizedAny Graduation
About Accenture
We work with one shared purpose: to deliver on the promise of technology and human ingenuity. Every day, more than 775,000 of us help our stakeholders continuously reinvent. Together, we drive positive change and deliver value to our clients, partners, shareholders, communities, and each other.We believe that delivering value requires innovation, and innovation thrives in an inclusive and diverse environment. We actively foster a workplace free from bias, where everyone feels a sense of belonging and is respected and empowered to do their best work.At Accenture, we see well-being holistically, supporting our people’s physical, mental, and financial health. We also provide opportunities to keep skills relevant through certifications, learning, and diverse work experiences. We’re proud to be consistently recognized as one of the World’s Best Workplaces™.Join Accenture to work at the heart of change.Visit us at www.accenture.com
Equal Employment Opportunity Statement
All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by federal, state, or local law.
Job candidates will not be obligated to disclose sealed or expunged records of conviction or arrest as part of the hiring process.
Accenture is committed to providing veteran employment opportunities to our service men and women.
About Company
Accenture is a global professional services company specializing in consulting, technology, and outsourcing services. Headquartered in Dublin, Ireland, Accenture provides a wide range of services in strategy, digital, technology, operations, and consulting. It helps organizations improve their performance and create sustainable value by leveraging technology and industry expertise. Accenture works across various sectors, including financial services, healthcare, telecommunications, energy, and more. Known for its deep focus on innovation, Accenture partners with leading technology companies to drive digital transformation and help clients navigate complex challenges in an increasingly digital world.
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