Job Description

Skill required:

Capacity Planning & Forecasting - Customer Acquisition Strategy & Implementation

Designation:

Workforce Services Specialist

Qualifications:

Any Graduation

Years of Experience:

7 to 11 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. Responsible for developing and managing accurate long-term forecasting models. These forecasts inform staffing, budgeting, and operational decisions across multiple business units and channels Design and implement strategies to assist our clients in their strategies to grow and acquire customers.

What are we looking for?

o Analyze historical data, run rate efficiency assumptions and future trends and operational data to deliver accurate forecasts. Run sensitivity-based analyses to identify risks. o Develop, maintain, and continuously improve forecasting models (volume, workload, and shrinkage) using historical data, trends, and predictive analytics. 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 Forecast long term visit demand and job times for field mobility workforce, using historical propensities and commercial drivers. o Forecast long term contact demand and call handling time (AHT) for service contact center, using historical propensities and commercial drivers o Analyze daily, weekly, and monthly patterns to support dynamic staffing recommendations and capacity planning. o Collaborate with business stakeholders (Operations, Finance, HR, etc.) to align forecasts with business objectives and known drivers (marketing campaigns, product launches, seasonality). o Create scenario planning models to simulate and present impacts of potential business changes or disruptions. o Python (Programming Language) o NICE IEX, Genesys o 5+ years of experience in workforce management forecasting, preferably in a contact center or service operations environment. o Advanced proficiency in Excel and data analytics tools (e.g., R, Python). o Experience with WFM software (e.g., NICE IEX, Genesys) o Strong analytical skills, attention to detail, and a passion for using data to drive operational outcomes 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.

Roles and Responsibilities:

o In this role you are required to do analysis and solving of moderately complex problems o May create new solutions, leveraging and, where needed, adapting existing methods and procedures o The person would require understanding of the strategic direction set by senior management as it relates to team goals o Primary upward interaction is with direct supervisor o May interact with peers and/or management levels at a client and/or within Accenture o Guidance would be provided when determining methods and procedures on new assignments o Decisions made by you will often impact the team in which they reside o Individual would manage small teams and/or work efforts (if in an individual contributor role) at a client or within Accenture o Please note that this role may require you to work in rotational shifts o Communicate forecasts and insights to stakeholders through clear visualizations, reports, and presentations. o Monitor actual performance against forecasts, perform variance analyses, and refine forecasting methods accordingly. o Lead or contribute to workforce planning projects, tools, or initiatives aimed at improving forecast accuracy and operational efficiency. o Mentor junior analysts and forecasters, sharing best practices and helping to develop team capability. o Work closely with the Capacity planning team and communicate the changes in demand proactively to be baked in the capacity planning team. o Create process maps, standard working instructions for the areas they are responsible for.




Any Graduation