Accenture is hiring For Workforce Management (Senior Analyst)
- Accenture
- 5 - 10 years
- Bengaluru
- 3 months ago
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Job Description
Responsibilities
- Assist in generating and updating mid-term and short-term volume forecasts using historical data, trend analysis, and business inputs
- Develop, maintain, and continuously improve forecasting models (volume, workload, and shrinkage) using historical data, trends, and predictive analytics.
- Analyze daily, weekly, and monthly patterns to support dynamic staffing recommendations and capacity planning.
- Forecast mid to short term visit demand and job times for field mobility workforce, using historical propensities and commercial drivers.
- Forecast mid to short term contact demand and call handling time (AHT) for service contact center, using historical propensities and commercial drivers
- Collaborate with internal teams (Operations, WFM Scheduling, HR, and Finance) to gather relevant business intelligence (e.g., marketing campaigns, seasonality, product launches).
- Create scenario planning models to simulate and present impacts of potential business changes or disruptions.
- Communicate forecasts and insights to stakeholders through clear visualizations, reports, and presentations.
- Monitor actual performance against forecasts, perform variance analyses, and refine forecasting methods accordingly.
Skills & Qualification
- 5-10 years of experience in workforce management forecasting, preferably in a contact center or service operations environment.
- Proficient in Microsoft Excel (including pivot tables, formulas, and charts).
- Basic knowledge of data analysis tools such as Time series, predictive analysis, Machine learning, R, Python).
- Experience with WFM software like NICE IEX will be an added advantage
- Basic understanding of forecasting methodologies (time series, regression, weighted average)
- Real sense of ownership and accountability to deliver against plan.
- Exceptional 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.
- Proficiency in basic arithmetic and statistical concepts
- Must demonstrate perceptive, thorough and decisive approach to problem solving.
Job Classification
Industry: IT Services & ConsultingFunctional Area / Department: Data Science & AnalyticsRole Category: Data Science & Analytics - OtherRole: Data Science & Analytics - OtherEmployement Type: Full timeContact Details:
Company: AccentureLocation(s): Bengaluru+ View Contact
Keyskills: Data Science Forecasting Time Series Analysis Machine Learning Forecast Analysis
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