Customer Support Workforce Management Sr Analyst bei Accenture

The Customer Support Workforce Management (WFM) Sr Analyst:

Key Responsibilities:

• Deliver timely ad hoc and standard operational reports

• Gather and document reporting requirements

• Work with process subject matter experts from each functional team

• Assist in designing insightful report views (excel-based or tool-based or dashboards)

• Provide regular and ad-hoc results interpretation to Accenture management as requested

• Work as backup for site WFM lead

• Utilize data to identify trends and opportunities for improvement

• Work with other teams and stakeholders to identify opportunities to improve performance results in    accordance with contractual agreements between Accenture and clients

• Perform Quality Assurance (QA) on reporting analysis performed by other reporting groups as needed (including clients)

• Execute business processes and deliver services to meet defined service levels and key performance indicators

• Identify new opportunities, enhance business processes, develop/help implement recommendations to achieve continuous improvement objectives

• Analyze existing processes to define quality and reusable approaches and contribute to knowledge capital within the area of expertise

• Apply knowledge and experience to identify, assess and resolve service delivery issues within the area of responsibility in coordination with the client and internal team members

• Collaborate with internal or external stakeholders to understand specific requirements

• Provide guidance, review work activities and share knowledge in the areas of expertise with the team to promote operational consistency, efficiency in the use of resources and implementation of best practices

• Analyze current and historical volumes and patterns, handle time, productivity trends/patterns and all future work requirements to develop budget and forecasts

• Analyze current and future attrition trends, shrinkage, productivity factors, desk availability and shift requirements, to develop staffing plan. Plan includes optimum skill set mix, replacement and recruiting timing, training and cross training details

• Provide agreed upon monthly volume forecasts and assist with breakdown to daily forecasts as required

• Analyze delivery centre shrinkage, make recommendations regarding reduction and provides shrinkage targets and vacation allowances when required

• Analyses intraday statistics, delivery centre performance, service levels and scheduling statistics to recommend courses of action in balancing service levels to business and agent/staff requirements

• Maintain reports inventory

• Manage reporting change requests

Role Requirements:

• This is an onsite in San Antonio, TX

• Must be flexible to work any shift between 6:00 am – 12:00 am CT including weekends and holidays

Basic Qualifications:

• Minimum of 2 years’ experience in workforce management or scheduling

Preferred Qualifications:

• Ability to work independently, multi-task and meet deadlines

• Analytical interpretation of data

• Proficiency in Microsoft Excel

• Excellent written and verbal communication skills

• Well-developed analytical skills and the ability to provide clarity to complex issues and synthesize large amounts of information

• An ability to identify the root causes of issues by analyzing patterns and trends

• Demonstrates knowledge in real time management and exhibits decision making skills in executing real time action plans

Compensation at Accenture varies depending on a wide array of factors, which may include but are not limited to the specific office location, role, skill set, and level of experience. As required by local law, Accenture provides a reasonable range of compensation for roles that may be hired as set forth below.

We accept applications on an on-going basis and there is no fixed deadline to apply.

Information on benefits is here.

Role Location                                Hourly Salary Range

California                                           $26.39 to $57.69

Cleveland                                           $24.42 to $46.15

Colorado                                            $26.39 to $49.86

District of Columbia                         $28.08 to $53.08

Illinois                                                 $24.42 to $49.86

Maryland                                           $26.39 to $49.86

Massachusetts                                 $26.39 to $53.08

Minnesota                                         $26.39 to $49.86

New York/New Jersey                    $24.42 to $57.69

Washington                                       $28.08 to $53.08

About Accenture

Accenture is a leading global professional services company that helps the world’s leading businesses, governments and other organizations build their digital core, optimize their operations, accelerate revenue growth and enhance citizen services—creating tangible value at speed and scale. We are a talent- and innovation-led company with approximately 791,000 people serving clients in more than 120 countries. Technology is at the core of change today, and we are one of the world’s leaders in helping drive that change, with strong ecosystem relationships. We combine our strength in technology and leadership in cloud, data and AI with unmatched industry experience, functional expertise and global delivery capability. Our broad range of services, solutions and assets across Strategy & Consulting, Technology, Operations, Industry X and Song, together with our culture of shared success and commitment to creating 360° value, enable us to help our clients reinvent and build trusted, lasting relationships. We measure our success by the 360° value we create for our clients, each other, our shareholders, partners and communities.

Visit us at www.accenture.com 

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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.

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Applicants for employment in the US must have work authorization that does not now or in the future require sponsorship of a visa for employment authorization in the United States.

Candidates who are currently employed by a client of Accenture or an affiliated Accenture business may not be eligible for consideration.

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The Company will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. Additionally, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the Company's legal duty to furnish information.

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