Workforce Services Analyst

Role details

Qualifications and experience

• Any graduation qualification.
• 3–5 years of experience.
• Primary required skill: Workforce Management (WFM).

What the role involves

• Analyze and solve lower-complexity problems; work as an individual contributor within a team, with moderate instruction on daily tasks and detailed instructions on new assignments.
• Handle customer queries, escalations, and complaints and provide resolutions; close faults and complaints within SLA targets.
• Align people and resources with business objectives by optimizing and automating scheduling and performance management based on agent availability, forecast call volume, and revenue targets.
• Support workforce activities such as field service management, human resource management, performance and training management, data collection, recruiting, budgeting, forecasting, scheduling, and analytics.
• Interact primarily with peers before updating supervisors; client or Accenture management exposure may be limited. Decisions affect the analyst's work and may affect others.

Work schedule

• The role may require rotational shifts.