Workforce Services Senior Analyst

Skill required: Capacity Planning & Forecasting - Customer Acquisition Strategy & Implementation

Designation: Workforce Services Senior Analyst

Qualifications:Any Graduation

Years of Experience:5 to 8 years

About Accenture

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 699,000 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.Visit us at www.accenture.com

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. Responsible for developing and managing accurate mid to short -term Capacity planning models. These forecasts inform staffing, budgeting, and operational decisions across multiple business units and channels Design and implement strategies to assist our clients in their strategies to grow and acquire customers.

What are we looking for?

• Develop and maintain comprehensive capacity plans that align workload forecasts with staffing.
• Analyze historical run rates, efficiency assumptions, and shrinkage to model capacity needs across multiple lines of business.
• Ensure all product outlooks are understood and reflect expectation based on detailed knowledge of the product area, ensure that this is clearly articulated both verbally and in writing to all Stakeholders
• Conduct scenario modelling analysis to assess the impact of different business strategies, operational changes, or unexpected events.
• Partner closely with Forecasting, Scheduling, Cross functional interfacing teams to align capacity plans with hiring timelines, training schedules, and budget constraints.
• Translate capacity models into actionable headcount and hiring plans, ensuring service level targets and efficiency goals are met.
• Build and enhance capacity planning models and tools using advanced Excel, IEX
• Identify and escalate capacity risks and constraints; propose mitigation strategies and drive cross-functional decision-making.
• Identify gaps in supply versus demand and manage actions to mitigate ensuring communication with other planning teams and operational stakeholders.
• 1-2 years of experience in workforce management Capacity planning, preferably in a contact center or service/sales/retail operations environment.
• Strong proficiency in Excel (e.g., pivot tables, charts, formulas).
• Experience with Capacity planning models, workforce management systems like NICE IEX, Geneys)
• Basic understanding of contact center KPIs (e.g., AHT, shrinkage, service level, occupancy) and their impact on capacity models.
• Real sense of ownership and accountability to deliver against plan.
• Good analytical and problem-solving skills, with attention to detail and accuracy.
• Ability to forge positive, objective relationships with Client, Operations and Support teams.
• Adapt, thrive and multitask in a demanding workplace while managing pressure, deadlines and conflicting and shifting priorities.
• Must demonstrate perceptive, thorough and decisive approach to problem solving.
• Strong business acumen and ability to link workforce metrics to operational and financial outcomes.
• Excellent verbal and written communication skills; ability to translate complex data into actionable insights for non-technical stakeholders. 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
• Creation of short-term planning packs to produce 30 min interval Supply vs Demand and ABR projections by product type
• Provide executive-level reports and presentations with clear narratives, assumptions, and recommendations.
• Mentor and support junior planners and analysts within the Planning team.
• Provide guidance to the schedulers to help them place off phone time in the best place and optimize schedules to minimize customer impact
• Work closely with the forecasting team to understand the demand planning and the impact on Capacity planning
• Create process maps, standard working instructions for the areas they are responsible for.