Workforce Services Analyst

Workforce Services Analyst

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. You will be responsible for the quality assurance of Content Moderation whose role includes analyzing and reviewing user profiles, audio, videos, and text-based content and/or investigating, escalating and/or resolving issues that are reported by users or flagged by the system. Due to the nature of the role, the individual and you may be exposed to flashing lights or contrasting light and dark patterns. Content moderation is meaningful work that helps keep the internet safe. It may also be challenging, at times. In the context of this role, individuals may be directly or inadvertently exposed to potentially objectionable and sensitive content (e.g., graphic, violent, sexual, or egregious). Therefore, any role supporting content moderation needs strong resilience and coping skills. We care for the health and well-being of our people and provide the support and resources needed to perform their role responsibilities. Active participation in Accenture's well-being support program, designed specifically for the Trust & Safety community, provides valuable skills to promote individual and collective well-being.

What are we looking for?

• Technical: Intermediate knowledge of Excel and Power Point applications
• Non-Technical: Problem-Solving Skills, Analytical Skills, Attention to Detail, Communication Skills

Roles and Responsibilities:

• Real-Time Monitoring: Monitor live operational metrics like call volumes, agent status, and service levels.
• Service Level Agreement (SLA) Adherence: Ensure that service level agreements are being met and take action to address any deviations.
• Data Analysis: Analyze real-time data to identify trends, predict staffing needs, and suggest improvements to workforce management practices.
• Performance Management: Monitor employee adherence to schedules, track attendance, and address any deviations.
• Reporting and Analysis: RTAs generate reports on various workforce management metrics, including attendance, adherence, and productivity.
• Collaboration: Work closely with operations teams, supervisors, and other stakeholders to ensure operational efficiency.
• Problem Solving: Identify and address issues that impact service levels, working with relevant teams to find solutions.
• Communication: Communicate effectively with team members and stakeholders, keeping them informed about real-time performance and potential issues.

Any Graduation