Workforce Services Senior Analyst at Accenture

Navi Mumbai, Maharashtra, India

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Not SpecifiedCompensation

Senior (5 to 8 years)Experience Level

Full TimeJob Type

UnknownVisa

Professional Services, Technology, ConsultingIndustries

Requirements

Any Graduation
5 to 8 years of experience
Advanced level Microsoft Excel/Word/PowerPoint and Google Sheets/Docs
Experience with IEX, CMS, Avaya, Symposium, Blue Pumpkin or similar tools (added asset)
Ability to create reports in Excel/Sheets and forecast results
Attention to detail and high level of accuracy
Ability to multi-task, focus and complete reports for extended periods
Previous call center experience
Ability to take initiative
Flexible team player with a positive attitude
Good time management with ability to work with minimal supervision and under tight timelines
Capable of managing multiple, simultaneous projects
Friendly and professional with a positive attitude
Organized with ability to quickly and effectively adapt to change
Excellent attendance record
Able to communicate professionally - oral and written
Problem solving skills
Demonstrate sound work ethic
Complete Work from Office
Flexible for rotational shift to cover 24 hrs window
Skill in Trust & Safety - Workforce Management (WFM)

Responsibilities

Manage the call volume, daily attendance and program break schedules
Assist with creation of metrics and targets for services
Work closely with the operations team to analyze and help improve their delivery processes
Generate ideas for process and service improvement planning
Produce daily, biweekly and monthly internal reports
Use trends and reports to forecast requirements
Assist with projects and other duties as requested or assigned
Enable superior brand experience, accelerate responsible growth and create a secure environment (Transaction Monitoring: alert review & investigation, transaction analysis, suspicious activity reporting, compliance and regulatory adherence, case management)
Manage and ensure service level agreements for various programs are met (Real Time Analyst responsibilities)

Skills

Key technologies and capabilities for this role

Workforce ManagementWFMTransaction MonitoringAlter ReviewTransaction AnalysisSuspicious Activity ReportingComplianceRegulatory AdherenceCase ManagementField Service ManagementHuman Resource Management

Questions & Answers

Common questions about this position

What experience level is required for this role?

The position requires 5 to 8 years of experience.

What are the key skills needed for the Workforce Services Senior Analyst position?

Key skills include advanced proficiency in Microsoft Excel/Word/PowerPoint and Google Sheets/Docs, previous call center experience, ability to create reports and forecast in Excel, attention to detail, multitasking, and experience with tools like IEX, CMS, Avaya is a plus.

What is the employment type for this job?

This is a full-time position.

What does Accenture's company culture emphasize?

Accenture embraces the power of change to create value and shared success for clients, people, shareholders, partners, and communities, with a global team of 699,000 people delivering on technology and human ingenuity.

What qualities make a strong candidate for this role?

Strong candidates demonstrate a sound work ethic, ability to take initiative, flexible team player attitude, good time management, positive attitude, and high accuracy with attention to detail.

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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