Workforce Services Associate at Accenture

Navi Mumbai, Maharashtra, India

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Not SpecifiedCompensation

Entry Level & New Grad, Junior (1 to 2 years)Experience Level

Full TimeJob Type

UnknownVisa

Professional Services, Technology, ConsultingIndustries

Requirements

Any Graduation
1 to 3 years of experience
Skill in Workforce Dialer - Workforce Management (WFM)
Ability to establish strong client relationship
Ability to handle disputes
Ability to manage multiple stakeholders
Ability to meet deadlines
Ability to perform under pressure

Responsibilities

Manage/resolve customer queries
Handle escalations and complaints of dissatisfied customers and provide best resolutions
Close faults and complaints within SLAs
Strategic alignment of people and resources to business objectives, optimizing and automating scheduling and performance management based on agent availability, forecast call volume, and revenue targets
Maintain a productive workforce through activities such as field service management, human resource management, performance and training management, data collection, recruiting, budgeting, forecasting, scheduling, and analytics
Solve routine problems through precedent and referral to general guidelines
Interact within own team and with direct supervisor
Follow detailed to moderate level of instruction on daily work tasks and detailed instruction on new assignments
Make decisions that impact own work
Work as an individual contributor as part of a team with a predetermined, focused scope of work
Work in rotational shifts

Skills

Workforce Dialer

Workforce Management

WFM

Customer Support

Query Resolution

Escalation Handling

SLA Management

Scheduling

Forecasting

Performance Management

Stakeholder Management

Client Relationship

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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