Job Description

Skill required: Capacity Planning & Forecasting - Customer Acquisition Strategy & Implementation
Designation: Workforce Services Senior Analyst
Qualifications:Any Graduation
Years of Experience:5-7 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.the process of determining how many workforce resources an organization needs today, tomorrow, and as much as five years into the future.Design and implement strategies to assist our clients in their strategies to grow and acquire customers.
What are we looking for? o Develop and maintain comprehensive capacity plans that align workload forecasts with staffing. o Analyze historical run rates, efficiency assumptions, and shrinkage to model capacity needs across multiple lines of business. o Ensure all product outlooks are understood and reflect expectation based on detailed knowledge of the product area, ensure that this is clearly articulated both verbally and in writing to all Stakeholders o Conduct scenario modelling analysis to assess the impact of different business strategies, operational changes, or unexpected events. o Partner closely with Forecasting, Scheduling, Cross functional interfacing teams to align capacity plans with hiring timelines, training schedules, and budget constraints. o Translate capacity models into actionable headcount and hiring plans, ensuring service level targets and efficiency goals are met. o Build and enhance capacity planning models and tools using advanced Excel, IEX o Identify and escalate capacity risks and constraints; propose mitigation strategies and drive cross-functional decision-making. o Identify gaps in supply versus demand and manage actions to mitigate ensuring communication with other planning teams and operational stakeholders. o 5+ years of experience in workforce management Capacity planning, preferably in a contact center or service/sales/retail operations environment. o Advanced proficiency in Excel o Experience with Capacity planning models, workforce management systems like NICE IEX, Geneys o Strong understanding of contact center KPIs (e.g., AHT, shrinkage, service level, occupancy) and their impact on capacity models. o Familiarity with budget planning and FTE forecasting processes. o Real sense of ownership and accountability to deliver against plan. o Exceptional analytical and problem-solving skills, with attention to detail and accuracy. o Ability to forge positive, objective relationships with Client, Operations and Support teams. o Adapt, thrive and multitask in a demanding workplace while managing pressure, deadlines and conflicting and shifting priorities. o Proficiency in basic arithmetic and statistical concepts and strong logical ability desired with strong mathematical calibration skill. o Must demonstrate perceptive, thorough and decisive approach to problem solving.o Strong business acumen and ability to link workforce metrics to operational and financial outcomes. o Excellent verbal and written communication skills
Roles and Responsibilities: oIn this role you are required to do analysis and solving of moderately complex problemso May create new solutions, leveraging and, where needed, adapting existing methods and procedureso The person would require understanding of the strategic direction set by senior management as it relates to team goalso Primary upward interaction is with direct supervisoro May interact with peers and/or management levels at a client and/or within Accentureo Guidance would be provided when determining methods and procedures on new assignmentso Decisions made by you will often impact the team in which they resideo Individual would manage small teams and/or work efforts (if in an individual contributor role) at a client or within Accentureo Please note that this role may require you to work in rotational shiftso Creation of short-term planning packs to produce 30 min interval Supply vs Demand and ABR projections by product type o Provide executive-level reports and presentations with clear narratives, assumptions, and recommendations. o Mentor and support junior planners and analysts within the Planning team. o Provide guidance to the schedulers to help them place off phone time in the best place and optimize schedules to minimize customer impact o Work closely with the forecasting team to understand the demand planning and the impact on Capacity planning o Create process maps, standard working instructions for the areas they are responsible for.o Excellent verbal and written communication skills; ability to translate complex data into actionable insights for non-technical stakeholders. o Demonstrated ability to manage multiple priorities and deadlines in a fast-paced environment o Experience working cross-functionally with Operations, Finance, and IT. o Comfortable leading initiatives, facilitating meetings, and influencing decision-making at senior levels. o Build and maintain effective relationships with Stakeholders for the sites/products that you are responsible for, ensuring constant communication and collaboration
Any Graduation
About Accenture We work with one shared purpose: to deliver on the promise of technology and human ingenuity. Every day, more than 775,000 of us help our stakeholders continuously reinvent. Together, we drive positive change and deliver value to our clients, partners, shareholders, communities, and each other.We believe that delivering value requires innovation, and innovation thrives in an inclusive and diverse environment. We actively foster a workplace free from bias, where everyone feels a sense of belonging and is respected and empowered to do their best work.At Accenture, we see well-being holistically, supporting our people's physical, mental, and financial health. We also provide opportunities to keep skills relevant through certifications, learning, and diverse work experiences. We're proud to be consistently recognized as one of the World's Best Workplaces(TM).Join Accenture to work at the heart of change.
Visit us at
Equal Employment Opportunity Statement
We believe that no one should be discriminated against because of their differences. All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, military veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by applicable law. Our rich diversity makes us more innovative, more competitive, and more creative, which helps us better serve our clients and our communities.

Skills Required