Workforce Services Specialist

Workforce Services Specialist

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?

• 0–2 years of experience in a Workforce Management or similar operations support role
• Basic understanding of WFM concepts such as forecasting, scheduling, shrinkage, and adherence
• Proficiency in MS Excel (pivot tables, basic formulas); knowledge of WFM tools is an advantage
• Strong attention to detail and organizational skills
• Good verbal and written communication skills
• Ability to work in rotational shifts and under time-sensitive conditions

Roles and Responsibilities:

• Support creation and maintenance of agent schedules in alignment with forecasted volumes and staffing requirements
• Monitor real-time queue performance, adherence, and provide timely escalation to ensure SLA targets are met
• Track daily attendance, shrinkage, and leave management across the operational teams
• Assist in generating and updating WFM reports and dashboards for leadership and client consumption
• Collaborate with operations and team leads to support day-to-day staffing decisions and shift adjustments
• Participate in intraday and post-day reviews to highlight staffing and performance variances
• Ensure accurate and timely data entry across WFM systems/tools
• Follow standard operating procedures and maintain compliance with internal policies
• Identify process improvement opportunities and share best practices within the team

Any Graduation