Workforce Services Specialist

Skill required: Workforce Dialer - Workforce Management (WFM)
Designation: Workforce Services Specialist
Qualifications:Any Graduation
Years of Experience:7 to 11 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 784,000 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 • 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? • 10 to12 years of experience in Workforce Management (WFM) with a focus on back-office or non-voice operations • Strong expertise in forecasting, capacity planning, and workload management • Advanced proficiency in Microsoft Excel and Office Suite • Hands-on experience with: • Power BI (data visualization and dashboards) • Power Apps • Power Query • Power Automate • Strong analytical thinking and problem-solving capabilities • Excellent communication and stakeholder management skills • Ability to work in a fast-paced, matrixed environment
Roles and Responsibilities: • Lead end-to-end forecasting and capacity planning for back-office or non-voice processes • Build and manage volume forecasts, workload models, and staffing plans aligned to SLAs and business targets • Analyze historical data, seasonality, and business drivers to generate accurate demand forecasts • Perform deep-dive data analysis to identify productivity improvements, capacity gaps, and efficiency opportunities • Develop and maintain interactive dashboards and reports using Power BI for real-time performance tracking • Leverage Power Apps, Power Query, and Power Automate to automate reporting and optimize WFM processes • Collaborate with operations, transition, and client stakeholders to align workforce strategies with delivery requirements • Monitor key metrics such as productivity, utilization, backlog, and turnaround time (TAT) • Provide actionable insights and recommendations to leadership for continuous improvement • Drive process standardization and automation initiatives within the WFM function • Experience in shared services or global delivery model environments • Exposure to digital transformation, automation, or analytics-driven WFM • Familiarity with back-office KPIs such as TAT, throughput, and backlog management • Experience with WFM tools (e.g., scheduling or forecasting tools) is an added advantage • Data-Driven Decision Making • Stakeholder Influence • Strategic Workforce Planning • Process Excellence & Automation • Collaboration and LeadershipAny Graduation

About Accenture

Accenture is a leading global professional services company that helps the world’s leading businesses, governments and other organizations build their digital core, optimize their operations, accelerate revenue growth and enhance citizen services—creating tangible value at speed and scale. We are a talent- and innovation-led company with approximately 791,000 people serving clients in more than 120 countries. Technology is at the core of change today, and we are one of the world’s leaders in helping drive that change, with strong ecosystem relationships. We combine our strength in technology and leadership in cloud, data and AI with unmatched industry experience, functional expertise and global delivery capability. Our broad range of services, solutions and assets across Strategy & Consulting, Technology, Operations, Industry X and Song, together with our culture of shared success and commitment to creating 360° value, enable us to help our clients reinvent and build trusted, lasting relationships. We measure our success by the 360° value we create for our clients, each other, our shareholders, partners and communities.

Visit us atwww.accenture.com

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