Workforce Services Analyst

Skill required: Trust & Safety - Workforce Management (WFM)
Designation: Workforce Services Analyst
Qualifications:Any Graduation
Years of Experience:3 to 5 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? Accenture is a trusted, innovative, comprehensive, and experienced partner to leading platform companies. The Trust and Safety offering within Accenture Operations helps keep the internet safe and helps platform companies accelerate, scale, and improve their businesses. You will be responsible for leading a team of Content Moderators whose role is analyzing and reviewing user profiles, audio, videos, and text-based content and/or investigating, escalating and/or resolving issues that are reported by users or flagged by the system. Due to the nature of the role, the individual and you may be exposed to flashing lights or contrasting light and dark patterns. Content moderation is meaningful work that helps keep the internet safe. It may also be challenging, at times. In the context of this role, individuals may be directly or inadvertently exposed to potentially objectionable and sensitive content (e.g., graphic, violent, sexual, or egregious). Therefore, any role supporting content moderation needs strong resilience and coping skills. We care for the health and well-being of our people and provide the support and resources needed to perform their role responsibilities. Active participation in Accenture’s well-being support program, designed specifically for the Trust & Safety community, provides valuable skills to promote individual and collective well-being.
What are we looking for? o As a WFM Consultant or Associate Manager, you will be responsible for leading and optimizing end-to-end workforce management processes across multiple programs or geographies. You will serve as a strategic partner to operations and leadership teams, ensuring workforce strategies are aligned with business objectives and service delivery excellence. o Strong understanding of WFM Concepts and tools o Proficiency in Advance Excel and SQL and data manipulation for WFM reporting o Experience with Excel-based scheduling models and dashboards. o Exposure to BI tools like Tableau, QuickSight, Power BI is a plus. o WFM experience as Schedular, RTAs, Capacity planning, Forecasting, etc. •o Effective Communication: Able to convey ideas clearly across teams and stakeholders, both verbally and in writing. o Stakeholder Engagement: Builds and maintains strong working relationships with internal and external partners. o Analytical Thinking: Applies sound judgment and problem-solving skills to interpret data and make informed decisions. o Self-Management: Works independently with minimal supervision, prioritizes tasks effectively, and adapts quickly to changing demands. o Presentation Skills: Communicates insights and recommendations in a clear, concise, and structured manner. o Interpersonal Skills: Approachable, collaborative, and flexible in team environments. o Reporting Enhancement: Continuously improves reporting frameworks to support strategic goals and drive behavioral change at the client end. o Process Documentation: Maintains and develops comprehensive documentation for all WM-re
Roles and Responsibilities: o Lead complex WFM functions including forecasting, scheduling, real-time monitoring, and capacity planning across multiple accounts or regions. o Collaborate with Operations, PMO, Reporting, and MIS teams to drive workforce alignment with business goals. o Act as a Subject Matter Expert (SME) for WFM tools, methodologies, and best practices. o Utilize AWS cloud-based solutions for advanced forecasting, anomaly detection, and automation of WFM workflows. o Ensure data integrity and consistency across WFM dashboards and reporting systems. o Deliver strategic insights and recommendations to senior stakeholders to support data-driven decision-making. o Drive continuous improvement initiatives in WFM processes and reporting frameworks

Any Graduation