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Analyst - Workforce Management

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Accenture

Apr 22

Applications are closed

  • Job
    Full-time
    Entry Level
  • Data
  • £29K
  • Newcastle

Requirements

  • Experience on Scheduling and Realtime management for voice account
  • Statistics background preferable
  • Proven experience in workforce management, scheduling, or operations analysis.
  • Proficiency in workforce management software and tools e.g., WFM tools, Excel . Knowledge in Genesys workforce management tool and CCpulse telephony will be an added advantage.
  • Strong analytical and problem solving skills.
  • Excellent communication and interpersonal skills.
  • Ability to thrive in a fast paced and dynamic environment.
  • Ability to prioritize tasks, manage time effectively, and work well under pressure

Responsibilities

  • Schedule Optimization:
  • Provide analytical and strategy support to business and WFM individuals.
  • Ensure completeness of deliverables as required and document results and present findings to management.
  • Workforce Planning for Short term and long term
  • Scheduling resources as per demand
  • Suggest and implement optimization opportunities.
  • Diagnose and resolve complex to moderate issues.
  • Act as an SME for the functional area
  • Real-Time Monitoring:
  • Monitoring real-time performance metrics
  • Identifying and addressing deviations from planned schedules
  • Communicating with supervisors and agents to manage real-time staffing adjustments
  • Data Analysis and Reporting:
  • Analyzing workforce data to identify trends and patterns.
  • Generating reports on scheduling efficiency and performance metrics
  • Recommending improvements based on data insights.
  • Provide data driven root cause analysis
  • Stakeholder Collaboration:
  • Collaborating with supervisors, team leaders, and other departments to address scheduling conflicts and operational challenges.
  • Participating in meetings to provide insights and recommendations for improving workforce management processes.
  • Demonstrate a commitment to excel and perform to the highest standard
  • Develop and maintain working relationships and work well with all levels of management, business partners, and team members.
  • Challenges:
  • Balancing staffing levels with fluctuating demand patterns.
  • Anticipating and responding to unforeseen events or disruptions in real-time.
  • Ensuring compliance with labor laws and company policies while optimizing schedules.
  • Collaborating with various stakeholders to address scheduling conflicts and operational challenges.
  • Adapting to evolving business needs and technological advancements in workforce management software.
  • Monitor Operations agent and/or agent group adherence, correcting any "out-of-compliance" situations.
  • Identify opportunities to improve staff balancing and overall operational and service level performance

Accenture

Technology
Industry
10,001+
Employees
1989
Founded Year

Mission & Purpose

Accenture is a global professional services company with leading capabilities in digital, cloud, and security. Combining unmatched experience and specialized skills across more than 40 industries, we offer Strategy and Consulting, Technology and Operations Services, and Accenture Song—all powered by the world’s largest network of Advanced Technology and Intelligent Operations centers. Our people deliver on the promise of technology and human ingenuity every day, serving clients in more than 120 countries. We embrace the power of change to create value and shared success for our clients, people, shareholders, partners, and communities.

Culture & Values

  • Client Value Creation

    Enabling clients to become high-performance businesses and creating long-term relationships by being responsive and relevant and by consistently delivering value.

  • One Global Network

    Leveraging the power of global insight, relationships, collaboration and learning to deliver exceptional service to clients wherever they do business

  • Respect for the Individual

    Valuing diversity and unique contributions, fostering a trusting, open and inclusive environment and treating each person in a manner that reflects Accenture’s values.

  • Best People

    Attracting, developing and retaining the best talent for our business, challenging our people, demonstrating a “can-do” attitude and fostering a collaborative and mutually supportive environment.

  • Integrity

    Being ethically unyielding and honest and inspiring trust by saying what we mean, matching our behaviors to our words and taking responsibility for our actions.

  • Stewardship

    Fulfilling our obligation of building a better, stronger and more durable company for future generations, protecting the Accenture brand, meeting our commitments to stakeholders, acting with an owner mentality, developing our people and helping improve communities and the global environment.

Benefits

  • Medical coverage

    Employees have a choice of national plans (PPO, EPO, HDHP) covering a wide range of medical services and prescription drugs.

  • Parental leave

    16 weeks paid maternity leave for birth parents. 8 weeks paid time off for other parents

  • Flexible work arrangements

    Flexible work arrangements help employees achieve work/life balance while also meeting Accenture’s business needs.

  • Paid time off

    PTO encompasses traditional vacation time along with paid sick leave; days vary based on level and tenure from 17 to 27 per year.

  • Holidays

    We provide 8 paid standard holidays and 2 culture days (for any days you choose), in addition to the PTO program.

  • Life Insurance

    Accenture provides you with a basic level of coverage and you can purchase more coverage for yourself and your family.