Measurement & Report Analyst

Skill required: Trust & Safety - Workforce Management (WFM)



Designation: Measurement & Report Analyst



Qualifications:Any Graduation



Years of Experience:3 to 5 years


Language - Ability:English - Proficient



What would you do?
The Real Time Analyst is responsible for managing and ensuring that the service level agreements for various programs are met.Enables a superior brand experience , accelerates responsible growth and creates a secure environment.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?

Demonstrate sound work ethic

Must have advanced level Microsoft Excel/Word/Powerpoint and Google Sheet/Doc

Experience with IEX, CMS, Avaya, Symposium, Blue Pumpkin or similar tool will be an added asset

Ability to create reports in Excel/Sheet and forecast results

Attention to detail and high level of accuracy

Ability to multi-task, focus and complete reports for extended periods of time

Previous call center experience required

Adaptable and flexible

Ability to perform under pressure

Written and verbal communication

Strong analytical skills

Ability to meet deadlines

Ability to take initiative

Flexible team player with a positive attitude

Must have good time management with the ability to work with minimal supervision and under tight timelines

Capable of managing multiple, simultaneous projects

Must be friendly and professional with a positive attitude

Organized with the ability to quickly and effectively adapt to change

Excellent attendance record

Able to communicate professionally - oral and written

Problem solving skills


Roles and Responsibilities:

Manage the call volume, daily attendance and program break schedules

Assist with creation of metrics and targets for services

Work closely with the operations team to analyze and help improve their delivery processes

Generate ideas for process and service improvement planning

Produce daily, biweekly and monthly internal reports

Use trends and reports to forecast requirements

Assist with projects and other duties as requested or assigned

In this role you are required to do analysis and solving of lower-complexity problems

Your day to day interaction is with peers within Accenture before updating supervisors

In this role you may have limited exposure with clients and/or Accenture management

You will be given moderate level instruction on daily work tasks and detailed instructions on new assignments

The decisions you make impact your own work and may impact the work of others

You will be an individual contributor as a part of a team, with a focused scope of work

Please note that this role may require you to work in rotational shifts

100% Work from Office

Should be flexible for rotational shift to cover 24 hrs window


Qualifications

Any Graduation