Workforce Services Senior Analyst
Accenture
1 - 2 years
Bengaluru
Posted: 26/07/2025
Job Description
Designation: Workforce Services Senior Analyst
Qualifications:Any Graduation
Years of Experience:5 to 8 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. Responsible for developing and managing accurate mid to short-term forecasting models Design and implement strategies to assist our clients in their strategies to grow and acquire customers.
What are we looking for? • Assist in generating and updating mid-term and short-term volume forecasts using historical data, trend analysis, and business inputs • Develop, maintain, and continuously improve forecasting models (volume, workload, and shrinkage) using historical data, trends, and predictive analytics. • Analyze daily, weekly, and monthly patterns to support dynamic staffing recommendations and capacity planning. • Forecast mid to short term visit demand and job times for field mobility workforce, using historical propensities and commercial drivers. • Forecast mid to short term contact demand and call handling time (AHT) for service contact center, using historical propensities and commercial drivers • Collaborate with internal teams (Operations, WFM Scheduling, HR, and Finance) to gather relevant business intelligence (e.g., marketing campaigns, seasonality, product launches). • Create scenario planning models to simulate and present impacts of potential business changes or disruptions. • Communicate forecasts and insights to stakeholders through clear visualizations, reports, and presentations. • Monitor actual performance against forecasts, perform variance analyses, and refine forecasting methods accordingly • Python (Programming Language) • 1-2 years of experience in workforce management forecasting, preferably in a contact center or service operations environment. • Proficient in Microsoft Excel (including pivot tables, formulas, and charts). • Basic knowledge of data analysis tools such as SQL, R, Python, or Excel-based VBA is an asset. • Experience with WFM software like NICE IEX will be an added advantage • Basic understanding of forecasting methodologies (time series, regression, weighted average) • Real sense of ownership and accountability to deliver against plan. • Exceptional analytical and problem-solving skills, with attention to detail and accuracy. • Ability to forge positive, objective relationships with Client, Operations and Support teams. • Adapt, thrive and multitask in a demanding workplace while managing pressure, deadlines and conflicting and shifting priorities. • Proficiency in basic arithmetic and statistical concepts • Must demonstrate perceptive, thorough and decisive approach to problem solving. • Strong attention to detail and accuracy in data handling. • Solid problem-solving skills with a curious, data-driven mindset • Demonstrated ability to manage multiple priorities and deadlines
Roles and Responsibilities: • In this role you are required to do analysis and solving of increasingly complex problems • Your day to day interactions are with peers within Accenture • You are likely to have some interaction with clients and/or Accenture management • You will be given minimal instruction on daily work/tasks and a moderate level of instruction on new assignments • Decisions that are made by you impact your own work and may impact the work of others • In this role you would be an individual contributor and/or oversee a small work effort and/or team • Please note that this role may require you to work in rotational shifts • Work closely with the Capacity planning team and communicate the changes in demand proactively to be baked in the capacity planning team. • Create process maps, standard working instructions for the areas they are responsible for.Any 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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