Senior Workforce Management Analyst

Workforce Services Senior Analyst

Skill required: Trust & Safety - Workforce Management (WFM)
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 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? 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. ? Manage and support complex WFM processes including scheduling, forecasting, real-time monitoring, and capacity planning. ? Core WFM experience of 6+ years ? Collaborate with cross-functional teams (Operations, PMO, Reporting, and MIS) to ensure alignment of workforce strategies with business goals. ? Act as an SME for WFM tools and methodologies, ensuring optimal staffing and service level achievement. ? Leverage AWS cloud solutions for forecasting, anomaly detection, and automation of WFM processes. ? Ensure data accuracy and consistency across WFM reports and dashboards. ? Provide actionable insights to Ops Managers/Leads to drive data-informed decisions
What are we looking for? •Ability to manage multiple stakeholders •Ability to perform under pressure •Adaptable and flexible •Ability to work well in a team • Knowledge of Workforce Management • Decent knowledge of VBA and Microsoft Excel to create pivot tables, graphs and charts • Analytical skills that allow for the development of data-driven reports • Demonstrated ability to manage time and prioritize projects to meet deadlines • Strong written and verbal communication skills to effectively relate data to coworkers • Excellent critical thinking skills to help solve business problems and make decisions • Tendency to pay close attention to small details that could impact results • General knowledge of business operations, objectives, strategies, process and information flow
Roles and Responsibilities: ? ? Role Expectation: ? Manage and support complex WFM processes including scheduling, forecasting, real-time monitoring, and capacity planning. ? Core WFM experience of 6+ years ? Collaborate with cross-functional teams (Operations, PMO, Reporting, and MIS) to ensure alignment of workforce strategies with business goals. ? Act as an SME for WFM tools and methodologies, ensuring optimal staffing and service level achievement. ? Leverage AWS cloud solutions for forecasting, anomaly detection, and automation of WFM processes. ? Ensure data accuracy and consistency across WFM reports and dashboards. ? Provide actionable insights to Ops Managers/Leads to drive data-informed decisions. ? Skills Required ? Technical: o Strong understanding of WFM Concepts and tools o Proficiency in Advance Excel and SQL and data manipulation for WFM reporting o Experience with Excel-based scheduling models and dashboards. o Exposure to BI tools like Tableau, QuickSight, Power BI is a plus. o WFM experience as Schedular, RTAs, Capacity planning, Forecasting, etc. ? Non - Technical: o Effective Communication: Able to convey ideas clearly across teams and stakeholders, both verbally and in writing. o Stakeholder Engagement: Builds and maintains strong working relationships with internal and external partners. o Analytical Thinking: Applies sound judgment and problem-solving skills to interpret data and make informed decisions. o Self-Management: Works independently with minimal supervision, prioritizes tasks effectively, and adapts quickly to changing demands. o Presentation Skills: Communicates insights and recommendations in a clear, concise, and structured manner. o Interpersonal Skills: Approachable, collaborative, and flexible in team environments. o Reporting Enhancement: Continuously improves reporting frameworks to support strategic goals and drive behavioral change at the client end. o Process Documentation: Maintains and develops comprehensive documentation for all WM-related processes. o Business Acumen: Understands diverse operational scenarios and translates them into automated, insightful reports. o Ad-Hoc Analysis: Prepares and summarizes findings for on-demand requests to support management, operations, and quality teams. o Quality Assurance: Ensures accuracy in data analysis and validates outputs to minimize errors.