Workforce Services Analyst

Skill required: Trust & Safety - Workforce Management (WFM)
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 worlds 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. Content moderators serve as an important line of defense by helping improve the quality and safety of online content while gaining hands-on job experience. You will deliver value to our clients, while making a larger impact on society. You will be responsible for 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 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, content moderators need 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 job role responsibilities. Active participation in Accentures well-being support program, designed specifically for the Trust & Safety community, provides valuable skills to promote individual and collective well-being. The Workforce Management team focuses on maximizing performance levels and competency for an organization. This includes 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. This team owns the client relationship and partner on Capacity Planning/Schedule Adherence, help gather insights and provide feedback on the gaps/opportunities in performance capacity. The team helps identify, evaluate and drive continuous improvement in Service Delivery Performance. This team is also responsible for innovation in the workforce management space providing insights to Accenture and Client leadership on improving efficiencies. They also ensure adherence to revenue and cost targets, own efficiency improvement goals. This team also partners wit regional leads and ensure we are compliant on all internal and client audits.
What are we looking for? ? Technical: o Good understanding and experience of SQL o Good understanding of programming (E.g. Macros, JSON etc.) o Experience producing high quality dashboards using Excel o Advanced user of MS Office Suite and good computer skills. Advanced expertise with Excel and Power Point applications o Experience in Tableau, Quick Sight, Power BI is an advantage ? Non - Technical: o Good communication skills and should be able to work under pressure o Maintaining good relationships with all the stakeholders o Demonstrate use of good analytical skills, problem solving and good decision maker o Ability to work independently and effectively, prioritize workload by assessing needs and prioritizing tasks. Must be able to work independently with some up-front guidance and supervision, and willingness to be flexible, adapt quickly o Clear and concise written, verbal, and presentation skills o Strong interpersonal skills; approachable and flexible o Work towards improvement of reporting to meet strategic Intent and behavioral change at client end o Maintaining and creating process related all the documents o Understand different business scenario, automate and create reports o Preparing and summarizing conclusions for various ad-hoc requests to support management, Operations and Quality Team in answering business questions o Ability to check own work for data analysis or computational errors
Roles and Responsibilities: ? Support complex reporting process (Scheduled, Ad hoc requests) ? Development team to build new dashboards leveraging AWS cloud solution ? Be an SME on Various operational metrics/reporting ? Ensure data accuracy and consistent reporting o Coordinate with multiple stakeholders (Ops Managers/Leads, Work force management team, PMO team) o Provide insights/forecasting to Ops Managers/Leads to make data-driven decisions leveraging ML/Forecasting/Anomaly detection capability of AWS