Workforce Services Senior Analyst

Skill required: Workforce Dialer - Workforce Management (WFM)



Designation: Workforce Services Senior Analyst



Qualifications:Any Graduation



Years of Experience:5 to 8 years



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.The Workforce Management team focuses on maximizing performance levels and competency for an organization. This includes 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. This team owns the client relationship and partner on Capacity Planning/Schedule Adherence, help gather insights and provide feedback on the gaps/opportunities in performance capacity. The team helps identify, evaluate and drive continuous improvement in Service Delivery Performance. This team is also responsible for innovation in the workforce management space - providing insights to Accenture and Client leadership on improving efficiencies. They also ensure adherence to revenue and cost targets, own efficiency improvement goals. This team also partners wit regional leads and ensure we are compliant on all internal and client audits.



What are we looking for?
Acts as a liaison between all WFM towers and stakeholders (Operations and clients) Proficient in Verint WFM tool


Roles and Responsibilities:

Review, validate and ensure timely delivery and accuracy of reports prepared by Intraday Analysts as well as from other WFM disciplines (Forecasting, Capacity Planning, Scheduling and Reporting). Responsible for developing and ensuring integrity and consistency of set WFM processes/procedures applicable to the accounts being handled. Responsible for ensuring Service Delivery to the client, balancing staffing requirements with operational efficiencies and financial goals.Ability to extract, manipulate and present data from WFM application /manual platform. Ability to maximize benefits from WFM application by utilizing the full functionality. Manage internal and external audit with processes and controls in place. Conduct monthly coaching and performance feedback to their direct reportsMust demonstrate sound arithmetic, analytical and problem solving skills.Ability to work with minimal supervision and support Operational requirements and objectives.Ability to adapt to workload and multitask with attention to detail in a dynamic environment.Excellent people and client management skillsEffectively manage relationships with senior management, clients and own teams, to the highest level of integrity and professionalism. Ability to communicate with all levels of internal management, analysts and stakeholders (Operations and clients) on a+D27 professional level. Ability to reprioritize, delegate and set expectations to client and customer satisfaction. Ability to conduct a full root cause analysis on operational performance with the ability to turn findings into a robust improvement plan.Manage variability of intraday management in the processes effectively. Train and coach Intraday Analysts on intraday concepts and to be able to execute intraday techniques that would assist Operations in meeting KPI.


Qualifications

Any Graduation