Analyst, Workforce Management
Grow TherapySalary not specified
Not SpecifiedCompensation
Senior (5 to 8 years), Expert & Leadership (9+ years)Experience Level
Full TimeJob Type
UnknownVisa
Business Process Outsourcing, Call Center, Professional ServicesIndustries
Requirements
- At least 5 years relevant work experience
- 3 years supervisory experience
- End-to-end WFM experience including all WFM functions (RTA, Scheduling, Forecasting, and Capacity Planning)
Responsibilities
- Mechanize the collection of all historical data for trending – call volume, AHT, Service Level and shrinkage factors, with trending provided down to the interval level
- Standardize the methods to be used for trending call volume, AHT, service level and Shrinkage
- Analyze call center trends to generate staffing requirements for the Long Range, Hiring and Training and Short Range forecasts and ensure consistent delivery of accurate staffing forecasts
- Serve as forecasting Subject Matter Expert
- Effectively work with stakeholders in communicating forecast and agent capacity requirements and ensure vendor/operations deliver to monthly forecast obligations
- Participate in internal and client project initiatives related to forecasting practice
Skills
WFM
Real Time Adherence
Scheduling
Forecasting
Capacity Planning
Call Center Analytics
Staffing Forecasts
Trending Analysis
AHT
Service Level
Shrinkage Factors
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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