Workforce Services Senior Analyst
Accenture
Workforce Services Senior 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. Strategic alignment of people and resources to business objectives in ways that optimize and automate scheduling and performance management based on agent availability, forecast call volume, and revenue targets. An institutional process that maximizes performance levels and competency for an organization. The process includes all the activities needed to maintain a productive workforce, such as field service management, human resource management, performance and training management, data collection, recruiting, budgeting, forecasting, scheduling and analytics.
What are we looking for?
- Adaptable and flexible
- Ability to perform under pressure
- Problem-solving skills
- Detail orientation
- Ability to establish strong client relationship
Roles and Responsibilities:
- 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
Any Graduation