AML Workforce Management Analyst at Accenture

Lisbon, Lisbon, Portugal

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Not SpecifiedCompensation

Junior (1 to 2 years)Experience Level

Full TimeJob Type

UnknownVisa

Financial Services, ConsultingIndustries

Requirements

Bachelor's degree in Business, Analytics, or a related field
English - minimum B2
21+ years of experience in data analysis or workforce management, preferably in a high-volume environment
Strong analytical skills with the ability to interpret complex data sets
Proficiency in Microsoft Excel, including experience with pivot tables and advanced formulas
Proficient in Microsoft Excel and data manipulation techniques
Basic understanding of SQL for data querying and analysis
Familiarity with data visualization tools to create impactful reports
Excellent communication skills, both verbal and written
Detail-oriented with strong organizational skills
Ability to work independently and as part of a collaborative team
Proactive mindset with a willingness to learn and adapt in a fast-paced environment

Responsibilities

Monitor intraday performance and support real-time staffing adjustments to maintain service level targets or case completion
Maintain and update WFM dashboards and reports to ensure data accuracy and timely visibility of key metrics
Assist in the development and maintenance of workforce management reports and dashboards to track key performance indicators (KPIs)
Analyze workforce data to identify trends, anomalies, and opportunities for improvement in staffing levels and service levels
Support schedule optimization efforts by analyzing historical data and forecasting future staffing needs
Collaborate with cross-functional teams to gather requirements and ensure alignment on workforce management objectives
Participate in the documentation of standard operating procedures and process improvements
Assist team with development of complex excel spreadsheets and query tools, automation formulas, and custom formatting of reports
Identify opportunities for process improvement via SQL, Macro automation
Manage agent scheduling (i.e., shifts, training, vacation, meeting, overtime, off-line work, exceptions) to ensure that daily service level objectives are met
Perform root cause analysis when action plans do not meet desired results
Complete and manage schedule exceptions/adjustments on a daily basis

Skills

Excel

Pivot Tables

Advanced Formulas

SQL

Macro Automation

Data Analysis

Workforce Management

Forecasting

Tableau

Power BI

KPIs

Root Cause Analysis

Accenture

Global professional services for digital transformation

About Accenture

Accenture provides a wide range of professional services, including strategy and consulting, technology, and operations, to help organizations improve their performance. Their services assist clients in navigating digital transformation, enhancing operational efficiency, and achieving sustainable growth. Accenture's offerings include cloud migration, cybersecurity, artificial intelligence, and data analytics, which are tailored to meet the needs of various industries such as financial services, healthcare, and retail. What sets Accenture apart from its competitors is its extensive industry knowledge and ability to deliver comprehensive solutions that address both immediate challenges and long-term goals. The company's aim is to support clients in reducing their environmental impact while driving innovation and growth.

Dublin, IrelandHeadquarters

1989Year Founded

$8.5MTotal Funding

IPOCompany Stage

Consulting, Enterprise Software, CybersecurityIndustries

10,001+Employees

Risks

Rapid AI advancements may outpace Accenture's current capabilities, risking competitive disadvantages.

Integration challenges from multiple acquisitions could affect Accenture's operational efficiency.

The rise of AI-driven startups may disrupt Accenture's market share in customer service solutions.

Differentiation

Accenture's acquisitions enhance its capabilities in digital twin technology for financial services.

The company is expanding its expertise in net-zero infrastructure through strategic acquisitions.

Accenture's focus on software-defined vehicles positions it as a leader in automotive innovation.

Upsides

Accenture's investment in EMTECH supports central bank modernization amid digital currency evolution.

The acquisition of Award Solutions boosts Accenture's presence in the growing 5G and IoT markets.

Accenture's strategic acquisitions align with high-growth markets like digital twins and net-zero projects.

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