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.

As a WFM Consultant or Associate Manager, you will be responsible for leading and optimizing end-to-end workforce management processes across multiple programs or geographies. You will serve as a strategic partner to operations and leadership teams, ensuring workforce strategies are aligned with business objectives and service delivery excellence.

Technical: Deep expertise in WFM concepts and tools (e.g., NICE, Verint, Aspect). Core WFM experience of 8 / 10+ years. Advanced proficiency in Excel for data analysis and reporting. Experience in building and managing Excel-based scheduling models and performance dashboards. Familiarity with BI tools such as Tableau, QuickSight, Power BI. Hands-on experience in forecasting, scheduling, real-time adherence (RTA), and capacity planning.

Non-Technical: Effective Communication: Ability to influence and engage stakeholders across levels. Stakeholder Management: Build strong relationships with internal and external partners. Strategic Thinking: Translate operational challenges into scalable WFM solutions. Self-Leadership: Operate independently, prioritize effectively, and adapt to dynamic environments. Presentation Skills: Deliver insights in a structured and impactful manner to leadership. Interpersonal Skills: Foster collaboration and team synergy. Reporting Enhancement: Innovate reporting frameworks to support strategic goals and client engagement. Process Documentation: Maintain comprehensive documentation of WFM processes and SOPs. Business Acumen