Workforce Services Analyst

Workforce Services Analyst

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 SLAs. Responsible for developing and managing accurate mid to short-term Capacity planning models. These forecasts inform staffing, budgeting, and operational decisions across multiple business units and channels. Design and implement strategies to assist our clients in their strategies to grow and acquire customers.

Develop and maintain comprehensive capacity plans that align workload forecasts with staffing. Analyze historical run rates, efficiency assumptions, and shrinkage to model capacity needs across multiple lines of business. Ensure all product outlooks are understood and reflect expectation based on detailed knowledge of the product area, ensure that this is clearly articulated both verbally and in writing to all Stakeholders. Conduct scenario modelling analysis to assess the impact of different business strategies, operational changes, or unexpected events. Partner closely with Forecasting, Scheduling, Cross functional interfacing teams to align capacity plans with hiring timelines, training schedules, and budget constraints. Translate capacity models into actionable headcount and hiring plans, ensuring service level targets and efficiency goals are met. Build and enhance capacity planning models and tools using advanced Excel, IEX. Identify and escalate capacity risks and constraints; propose mitigation strategies and drive cross-functional decision-making. Identify gaps in supply versus demand and manage actions to mitigate ensuring communication with other planning teams and operational stakeholders.

1-2 years of experience in workforce management Capacity planning, preferably in a contact center or service/sales/retail operations environment. Strong proficiency in Excel (e.g., pivot tables, charts, formulas). Experience with Capacity planning models, workforce management systems like NICE IEX, Geneys). Basic understanding of contact center KPIs (e.g., AHT, shrinkage, service level, occupancy) and their impact on capacity models. Real sense of ownership and accountability to deliver against plan. Good analytical and problem-solving skills, with attention to detail and accuracy. Ability to forge positive, objective relationships with Client, Operations and Support teams. Adapt, thrive and multitask in a demanding workplace while managing pressure, deadlines and conflicting and shifting priorities. Must demonstrate perceptive, thorough and decisive approach to problem solving. Strong business acumen and ability to link workforce metrics to operational and financial outcomes. Excellent verbal and written communication skills; ability to translate complex data into actionable insights for non-technical stakeholders.

In this role you are required to do analysis and solving of increasingly complex problems. Your day to day interactions are with peers within Accenture. You are likely to have some interaction with clients and/or Accenture management. You will be given minimal instruction on daily work/tasks and a moderate level of instruction on new assignments. Decisions that are made by you impact your own work and may impact the work of others. In this role you would be an individual contributor and/or oversee a small work effort and/or team. Please note that this role may require you to work in rotational shifts. Creation of short-term planning packs to produce 30 min interval Supply vs Demand and ABR projections by product type. Provide executive-level reports and presentations with clear narratives, assumptions, and recommendations. Mentor and support junior planners and analysts within the Planning team. Provide guidance to the schedulers to help them place off phone time in the best place and optimize schedules to minimize customer impact. Work closely with the forecasting team to understand the demand planning and the impact on Capacity planning. Create process maps, standard working instructions for the areas they are responsible for.

Any Graduation

We work with one shared purpose: to deliver on the promise of technology and human ingenuity. Every day, more than 775,000 of us help our stakeholders continuously reinvent. Together, we drive positive change and deliver value to our clients, partners, shareholders, communities, and each other. We believe that delivering value requires innovation, and innovation thrives in an inclusive and diverse environment. We actively foster a workplace free from bias, where everyone feels a sense of belonging and is respected and empowered to do their best work. At Accenture, we see well-being holistically, supporting our people's physical, mental, and financial health. We also provide opportunities to keep skills relevant through certifications, learning, and diverse work experiences. We're proud to be consistently recognized as one of the World's Best Workplaces™. Join Accenture to work at the heart of change.

Equal Employment Opportunity Statement

We believe that no one should be discriminated against because of their differences. All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, military veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by applicable law. Our rich diversity makes us more innovative, more competitive, and more creative, which helps us better serve our clients and our communities.