Accenture is a leading global professional services company, providing a broad range of services and solutions in strategy, consulting, digital, technology and operations. Combining unmatched experience and specialized skills across more than 40 industries and all business functions—underpinned by the world’s largest delivery network—Accenture works at the intersection of business and technology to help clients improve their performance and create sustainable value for their stakeholders. With more than 375,000 people serving clients in more than 120 countries, Accenture drives innovation to improve the way the world works and lives. Visit us at http://www.accenture.com/.
Accenture Operations is one of Accenture key capabilities dedicated to work on outsourcing engagements. These are long-term partnerships with clients for whom we manage and provide increasingly specialized business operations, such as finance and accounting, IT, applications development and maintenance, helpdesk services, and HR. We not only maintain key business functions for clients, we constantly seek to improve them to help our clients move ahead of the competition.
The Workforce Senior Analyst is responsible for driving proper managing of volume and staffing to ensure optimal performance through continuous interaction with stakeholders with the intent of achieving target metrics and contractual objectives.
- Responsible for managing an interval, daily and weekly staffing plan to ensure that the center is appropriately staffed
- Administer shift bids across multiple sites and clients/lines of business
- Develop and adjust employee schedules and rotations to meet the work volume demand on each day
- Adjusts breaks, lunches, start and stop times on a daily basis based on Intra-Day reporting for each half hour
- Analyst will also be required to provide support for Intraday Management and Forecasting/Capacity Planning functions
- Analyze work volume patterns to determine trends
- Create volume forecast and handle time forecast for interval, daily and weekly
- Determine appropriate staffing levels needed to meet goals
- Assess, simulate and act upon the impact and effect of forecasted volume, planned AHT, planned shrinkage, proposed staffing and other drivers to service level.
- Ability to work independently, multi-task and meet deadlines
- Analytical interpretation of data
- Proficiency in Microsoft Excel
- Knowledgeable in any WFM Software e.g. EWFM, BluePumpkin, IEX
- Must be able to work with all levels of the organization in capturing, managing and communicating metrics
- Excellent written and verbal communication skills
- Workforce Management experience required
- Bachelor's Degree holder
- The ability to use your knowledge of foreign language on a daily basis at work (we serve our Clients in almost 30 foreign languages).
- Possibility to work with a wide range of Clients and technology solutions which provides professional relevance.
- Working in accordance to Lean Six Sigma methodologies.
- Trainings and development tailored to help you achieve your potential.
- Opportunity to engage in Corporate Social Responsibility initiatives.
- Social benefit packages including: private medical care, My Benefit, life insurance
- Friendly work atmosphere in multicultural environment.
- Ability to take part in different initiatives like Book Club, International Cuisine Club, Accenture Runners Club, family events, cultural meetings, photography classes, climbing, soccer, swimming and many others.
