Workforce Services Senior Analyst-Workforce Services

Skill required: Workforce Services - Workforce Management

Designation: Management Level - Senior Analyst

Job Location: Gurugram

Qualifications: Any Graduation

Years of Experience: 5 to 8 years

You will be aligned with our Business Operations vertical and help us supervise the day to day operational and administrative activities, ensuring that all processes are followed / executed and that deadlines are met. The Workforce Services team is responsible for short term planning, management, maintaining internal forecasts and tracking of forecast accuracy. The team works on tracking progress in the areas of staffing, logistics and change management and reports/highlights any deviations. This team also monitors scheduling efficiencies, recommend schedule changes, operating hours etc. to meet the optimum utilization of agents and seats. The Workforce Management team focuses on maximizing performance levels and competency for an organization. This includes 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. This team owns the client relationship and partner on Capacity Planning/Schedule Adherence, help gather insights and provide feedback on the gaps/opportunities in performance capacity. The team helps identify, evaluate and drive continuous improvement in Service Delivery Performance. This team is also responsible for innovation in the workforce management space providing insights to Accenture and Client leadership on improving efficiencies. They also ensure adherence to revenue and cost targets, own efficiency improvement goals. This team also partners wit regional l

Resource Capacity Forecasting & Planning
Scheduling
Workforce Analytics
Workforce Management
Ability to establish strong client relationship
Ability to manage multiple stakeholders
Ability to meet deadlines
Ability to work well in a team
Written and verbal communication
IEX TotalView Workforce Management

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