Workforce Services Senior Analyst

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. The process of determining how many workforce resources an organization needs today, tomorrow, and as much as five years into the future. Design and implement strategies to assist our clients in their strategies to grow and acquire customers.

What are we looking for?

• 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.
• 5+ years of experience in workforce management Capacity planning, preferably in a contact center or service/sales/retail operations environment.
• Advanced proficiency in Excel.
• Experience with Capacity planning models, workforce management systems like NICE IEX, Geneys.
• Strong understanding of contact center KPIs (e.g., AHT, shrinkage, service level, occupancy) and their impact on capacity models.
• Familiarity with budget planning and FTE forecasting processes.
• Real sense of ownership and accountability to deliver against plan.
• Exceptional 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.
• Proficiency in basic arithmetic and statistical concepts and strong logical ability desired with strong mathematical calibration skill.
• 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.

Roles and Responsibilities:

• In this role you are required to do analysis and solving of moderately complex problems.
• May create new solutions, leveraging and, where needed, adapting existing methods and procedures.
• The person would require understanding of the strategic direction set by senior management as it relates to team goals.
• Primary upward interaction is with direct supervisor.
• May interact with peers and/or management levels at a client and/or within Accenture.
• Guidance would be provided when determining methods and procedures on new assignments.
• Decisions made by you will often impact the team in which they reside.
• Individual would manage small teams and/or work efforts (if in an individual contributor role) at a client or within Accenture.
• 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.
• Excellent verbal and written communication skills; ability to translate complex data into actionable insights for non-technical stakeholders.
• Demonstrated ability to manage multiple priorities and deadlines in a fast-paced environment.
• Experience working cross-functionally with Operations, Finance, and IT.
• Comfortable leading initiatives, facilitating meetings, and influencing decision-making at senior levels.
• Build and maintain effective relationships with Stakeholders for the sites/products that you are responsible for, ensuring constant communication and collaboration.

Any Graduation

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