IN Team lead- Workforce Management Analyst
India · Remote
Posted on Monday, April 24, 2023
Assist with the forecast and capacity planning of global team based on service-level needs.(Chats, Calls, emails, social media)
The WFM analyst will help with building workforce management models to match the specific needs of the regions.
Main responsibilities include demand capacity updates, Ad Hoc headcount calculations, facilitate game-planning meetings and support of new launches.
Communicate to stakeholders on performance and challenges i.e. providing direction, guidelines, performance update to hit service level goals and making suggestions for corrections to any issues
Analyze the impact of volume, AHT and shrinkage on staffing requirement
Maintain operational forecast variance to plan
Advise on staffing needs and performance issues impacting service levels to the WFM lead in a timely manner
Analyze staffing plans and ensure that the delivery locations are appropriately staffed based on client requirements and internal capacity plan numbers
Assist WFM lead with forecasting and capacity planning process through monthly discussion and graphical analysis of volumes, AHT and volume drivers
Establish a professional and collaborative working relationship with the client
Need to maintain flexibility regarding requests and actions assigned to meet the needs of the client
Working within multidisciplinary teams across both Accenture teams and client teams to execute project deliverables
Flexibility around working hours and some international travel may be required
Communicate and celebrate success and achievements
Service Delivery and Target Driven environment
Willing to work across different shift hours – including weekend hours
Ability to meet tight deadlines with focus on quality, results and timely delivery.
Work with integrity, confidentiality and professionalism
Required Skills & WFM Experience (MNC live channels call, chats and offline: email, social media)
Ability to work independently, multi-task and meet deadlines
Analytical interpretation of data
Proficiency in Microsoft Excel, SQL
Must be able to work with all levels of the organization in capturing, managing and communicating metrics
Excellent written and verbal communication skills
Bachelor's Degree holder (or equivalent experience)
The ability to develop creative and breakthrough solutions.
Well-developed analytical skills and the ability to provide clarity to complex issues and synthesize large amounts of information.
Self-motivating, adaptable and able to inspire and motivate others.
Strong interpersonal skills
An ability to identify the root causes of issues by analyzing patterns and trends.
Ability to establish and maintain key relationships across both Accenture and the Client’s organization
Prior experience working in an environment of frequent change
Able to work on a rotation shift schedule
Accurate and efficient with very good organizational skills and ability to manage and prioritize tasks simultaneously in high pressure environment
Adaptable to learn new processes, concepts, and skills.
Demonstrates the ability to work as part of a team adding positive attitude and business focus
Ability to work in a fast-paced work environment
Enjoying challenging opportunities
Ability to solve urgent matters and work under pressure
Reliable, proactive approach to entrusted tasks
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