Job Description

Skill required:

Workforce Dialer - Workforce Management (WFM)

Designation:

Workforce Services Associate

Qualifications:

Any Graduation

Years of Experience:

1 to 3 years

About Accenture

Accenture is a global professional services company with leading capabilities in digital, cloud and security.Combining unmatched experience and specialized skills across more than 40 industries, we offer Strategy and Consulting, Technology and Operations services, and Accenture Song-- all powered by the world's largest network of Advanced Technology and Intelligent Operations centers. Our 699,000 people deliver on the promise of technology and human ingenuity every day, serving clients in more than 120 countries. We embrace the power of change to create value and shared success for our clients, people, shareholders, partners and communities.Visit us at www.accenture.com

What would you do?

You will be aligned with our Customer Support vertical and help us in managing/ resolving customers query, handling escalations and complaints of the dissatisfied customers & giving best resolutions. You will also be responsible for closing the fault and complaints within SLA s. strategic alignment of people and resources to business objectives in ways that optimize and automate scheduling and performance management based on agent availability, forecast call volume, and revenue targets. Responsible to create and manage agent schedules based on the interval staffing requirement provided by the Capacity planning team. An institutional process that maximizes performance levels and competency for an organization. The process includes all the activities needed to maintain a productive workforce, such as field service management, human resource management, performance and training management, data collection, recruiting, budgeting, forecasting, scheduling and analytics.

What are we looking for?

o Develop and maintain staffing schedules across lines of business and channels and ensures maximum effectiveness of schedule created basis capacity requirements o Responsible to open all future exception like VL, LOA, Full day Training as allocated by the Capacity Planning team o Responsible to optimize schedule thru offering off the phone exceptions, break optimization or provide OT requirements after receiving all future exceptions o Responsible to produce over and under staffing view Report o Responsible to publish agent schedules to operations o Responsible to process shift bids o Provides scheduling report that will show scheduling effectiveness information, OT requirement report, DOW schedule pattern, etc. o Plan, monitor and optimize off-phone time in conjunction with operations considering training, team meetings and other off-phone activities with service levels. o Identify ways to improve resource wastage wherever possible. o Analyze contact volume data, forecasting staffing needs, and creating schedules that balance workload and employee preferences o Track employee-based data e.g. absence, holiday balancing colleague fairness and entitlements with coverage requirements o 1-2 years of experience in scheduling preferably in a contact center or service/sales/retail operations environment. o Strong communication skills o Above average reporting skills o Excellent analytical skills o Must possess effective organizational skills and time management skills o Should have working knowledge in relevant WF tools such as IEX o Strong proficiency in Excel (e.g., pivot tables, charts, formulas). o Basic understanding of contact center KPIs (e.g., AHT, shrinkage, service level, occupancy) and their impact on capacity models. o Real sense of ownership and accountability to deliver against plan. o Good analytical and problem-solving skills, with attention to detail and accuracy. o Adapt, thrive and multitask in a demanding workplace while managing pressure, deadlines and conflicting and shifting priorities. o Must demonstrate perceptive, thorough and decisive approach to problem solving. o Proactive in highlighting opportunities to improve performance in all areas of Operations - reduce costs, improve service levels optimize customer satisfaction. o Proactive development of shift review proposals in line with business needs, supported by documented business case/proposal documents.

Roles and Responsibilities:

oIn this role you are required to solve routine problems, largely through precedent and referral to general guidelines o Your expected interactions are within your own team and direct supervisor o You will be provided detailed to moderate level of instruction on daily work tasks and detailed instruction on new assignments o The decisions that you make would impact your own work o You will be an individual contributor as a part of a team, with a predetermined, focused scope of work o Please note that this role may require you to work in rotational shifts o Optimize schedule allocations to meet interval level forecasts o Ensure timely handling of exception requests and changes o Monitor data on timeliness of frontline colleagues and adherence to schedules to optimize future schedules o Administer shift bids across multiple sites and clients/lines of business through WFM tool o Ensure scheduling accuracy for sites and agents and ensuring that Scheduling KPIs and O/U are optimized




Any Graduation