DE030532-Workforce Services Analyst at Accenture

Quezon, Mimaropa, Philippines

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Not SpecifiedCompensation

Junior (1 to 2 years)Experience Level

Full TimeJob Type

NoVisa

Professional Services, Business Process OutsourcingIndustries

Requirements

Already have the right to live and work in this country
At least 2 years relevant work experience
Consider RTA + any of the three other WFM functions (Scheduling, Forecasting, or Capacity Planning)

Responsibilities

Monitor real-time queues and agent activities to ensure adherence to schedules and service level targets
Proactively identify and respond to intraday performance issues, including call volume spikes, absenteeism, and system outages
Collaborate with Operations, WFM Planners, and Team Leaders to implement schedule changes or mitigation strategies
Provide timely and accurate intraday reports and performance updates to leadership
Maintain real-time adherence tools and ensure data integrity
Recommend process improvements to enhance intraday management and workforce efficiency
Support special projects and initiatives related to workforce optimization

Skills

Workforce Management

Real-Time Adherence

Intraday Monitoring

Scheduling

Forecasting

Capacity Planning

Queue Management

Performance Analysis

Data Integrity

Reporting

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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