Measurement and Report Specialist

Measurement and Report Specialist

Skill required: Next Generation Customer Operations - IT Troubleshooting
Designation: Measurement and Report 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. • a transformation from a necessary function for resolving customer problems into a value generating service that is a strategic differentiator in the market • A form of technology problem solving, often applied to repair failed products or processes on a machine or a system. • Deep expertise in WFM concepts and tools (e.g., NICE, Verint, Aspect). • Core WFM experience of 8 to 10+ years. • Advanced proficiency in Excel for data analysis and reporting. • Experience in building and managing Excel-based scheduling models and performance dashboards. • Familiarity with BI tools such
What are we looking for? • Primary skill - IT Troubleshooting - P1 • Secondary skill - Workforce Management (WFM) - P1 • As a WFM Consultant or Associate Manager, you will be responsible for leading and optimizing end-to-end • workforce management processes across multiple programs or geographies. You will serve as a strategic • partner to operations and leadership teams, ensuring workforce strategies are aligned with business objectives • and service delivery excellence.
Roles and Responsibilities: • •Lead complex WFM functions including forecasting, scheduling, real-time monitoring, and capacity planning • across multiple accounts or regions. • o Collaborate with Operations, PMO, Reporting, and MIS teams to drive workforce alignment with business • goals. • Familiarity with BI tools such as Tableau, QuickSight, Power BI. • o Hands-on experience in forecasting, scheduling, real-time adherence (RTA), and capacity planning. • o Act as a Subject Matter Expert (SME) for WFM tools, methodologies, and best practices. • o Utilize AWS cloud-based solutions for advanced forecasting, anomaly detection, and automation of WFM • workflows. • o Ensure data integrity and consistency across WFM dashboards and reporting systems. • Reporting Enhancement: Innovate reporting frameworks to support strategic goals and client engagement. o Process Documentation: Maintain comprehensive documentation of WFM processes and SOPs. o Business Acumen: Understand operational nuances and translate them into actionable workforce strategies. o Ad-Hoc Analysis: Respond to on-demand requests with timely and accurate insights. o Quality Assurance: Ensure precision in data analysis and reporting outputs.