Workforce Services Associate @ Accenture Solutions

Job Description

Skill required: Capacity Planning & Forecasting - Customer Acquisition Strategy & Implementation Designation: Workforce Services Associate Qualifications:Any Graduation Years of Experience:1 to 3 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 worlds 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 his position is responsible for managing the work-force on real time basis based on. prescribed guidelines using IEX work-force Management tool ,Cisco & Client Application the process of determining how many workforce resources an organization needs today, tomorrow, and as much as five years into the future. The Customer Acquisition Strategy & Implementation team is responsible assisting our clients in their strategies to grow and acquire new customers. This involves acquiring new customers involves persuading consumers to purchase a company's products and/or services. What are we looking for Proficient in MS Excel & other Microsoft Office tools Workforce application familiarity (Nice Total view - IEX / ACD) Communication skills Analytical and reasoning techniques 2 -3 years Contact Center Experience 18 months relevant experience in Work Force Management (WFM) Natural Communicator (Essential) Perception Skills (Essential) Planning & Organization skills (Essential) Team Player (Essential) Energetic (Essential) Positive Mindset (Essential) Flexible (Essential) Roles and Responsibilities: Monitor Operations agent and/or agent group adherence, correcting any "out-of-compliance" situations Identify opportunities to improve staff balancing and overall operational performance Effectively communicate observations to the Field Operations team and Senior Management to ensure timely critical resolution/action Monitor real time queue and well versed with the concept of re-forecasting Understand Staff Management concepts Understand Schedule and Line Adherence Have knowledge on Trend Analysis of metrics Have knowledge on Intraday Escalation/Downtimes, Attendance/Leave Management and concept of Shrinkage

Employement Category:

Employement Type: Full time
Industry: BPO / Call Center
Role Category: BPO / Call Center
Functional Area: Not Applicable
Role/Responsibilies: Workforce Services Associate

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Keyskills:   MS Excel Communication skills Flexible Capacity Planning Forecasting Customer Acquisition Strategy Implementation Microsoft Office tools Workforce application familiarity Analytical reasoning techniques Natural Communicator Perception Skills Planning Organization skills Team Player Energetic Positive Mindset