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21 WFM Jobs in Gurgaon / Gurugram

Workforce Services Senior Analyst

5-8 years

₹ 7.6 - 13L/yr (AmbitionBox estimate)

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Gurgaon / Gurugram

Workforce Services Senior Analyst

Accenture

posted 19hr ago

Job Description




Skill required:
Workforce Dialer - Workforce Management (WFM)



Designation:
Workforce Services Senior Analyst



Qualifications:
Any Graduation



Years of Experience:
5 to 8 years


Language - Ability:English(International) - Expert



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?
  • Microsoft Excel
  • Microsoft PowerPoint
  • Adaptable and flexible
  • Agility for quick learning
  • Ability to work well in a team
  • Written and verbal communication
  • Ability to meet deadlines
  • Workforce Analytics
  • Workforce Experience Analytics


    Roles and Responsibilities:
  • In this role you are required to do analysis and solving of increasingly complex problems
  • Your day to day interactions are with peers within Accenture
  • You are likely to have some interaction with clients and/or Accenture management
  • You will be given minimal instruction on daily work/tasks and a moderate level of instruction on new assignments
  • Decisions that are made by you impact your own work and may impact the work of others
  • In this role you would be an individual contributor and/or oversee a small work effort and/or team
  • Please note that this role may require you to work in rotational shifts


     
    Qualifications
     

    Any Graduation

  • Employment Type: Full Time, Permanent

    Read full job description

    Accenture Interview Questions & Tips

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    What people at Accenture are saying

    3.8
     Rating based on 1.4k Senior Analyst reviews

    Likes

    All depends on the project, your colleagues and manager. If these are good then you will enjoy working. Some good learning modules are there.

    • Job security - Good
    • +2 more
    Dislikes

    No increment last year, same is expected this year. Very high variable pay.

    Read 1.4k Senior Analyst reviews

    Senior Analyst salary at Accenture

    reported by 17.4k employees
    Lock Unlock
    ₹5.4 L/yr - ₹21 L/yr
    46% more than the average Senior Analyst Salary in India
    View more details

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