De030214 - workforce Services Senior Analyst
Accenture
Workforce Services Senior Analyst
Position Title: Workforce Services Senior Analyst
Work Setup: Return to Office
Overall Purpose: The role involves monitoring live operational data in a contact center or service environment to ensure alignment with staffing levels, agent performance, call volumes, service level agreements (SLAs), and business goals.
Key responsibilities include real-time data monitoring, schedule adjustments, leading and supporting a team of analysts, providing training, guidance, and performance feedback to maintain accuracy and consistency in the Real Time Management team. Other responsibilities include overseeing service level agreements, ensuring daily targets are met while maintaining control to prevent potential leakages that could lead to revenue loss, checking for ensuring compliance with overtime are within project requirements, responsible for outage management, performing admin tasks such as bi-weekly coaching, timecard compliance and Scorecard submission, and train and mentor staff and act as subject matter experts.
Project Shift Schedule: Rotation Shift
Project Rest Day: Rotation Off
Project/Team Location: Quezon City, Cyberpark Tower 1
Skills and Qualifications: At least 3 years relevant work experience; 1 year supervisory, consider RTA + any of the three other WFM functions (Scheduling, Forecasting, or Capacity Planning), open to college undergraduates with relevant experience.