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 skilled 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 Content moderators serve as an important line of defense by helping improve the quality and safety of online content while gaining hands-on job experience You will deliver value to our clients while making a larger impact on society You will be responsible for 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 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 content moderators need 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 Strong coping emotional resilience and stress-management skills o Excellent comprehension communication and English skills o Ability to perform duties objectively devoid of inherent biases or personal beliefs in the best interest of client policies o Strong attention to detail o Comfort synthesizing and analyzing information from multiple streams o Strong critical thinking and decision-making skills o Review classify and or remove content according to client guidelines using specific tools and channels o Understand and remain updated on changing client policies and guidelines o Investigate resolve and relay complex content issues to the broader Trust and Safety team Role Expectation Manage and support complex WFM processes including scheduling forecasting real-time monitoring and capacity planning Collaborate with cross-functional teams Operations PMO Reporting and MIS to ensure alignment of workforce strategies with business goals Act as an SME for WFM tools and methodologies ensuring optimal staffing and service level achievement Leverage AWS cloud solutions for forecasting anomaly detection and automation of WFM processes Ensure data accuracy and consistency across WFM reports and dashboards Provide actionable insights to Ops Managers Leads to drive data-informed decisions Roles and Responsibilities Role Expectation Manage and support complex WFM processes including scheduling forecasting real-time monitoring and capacity planning Collaborate with cross-functional teams Operations PMO Reporting and MIS to ensure alignment of workforce strategies with business goals Act as an SME for WFM tools and methodologies ensuring optimal staffing and service level achievement Leverage AWS cloud solutions for forecasting anomaly detection and automation of WFM processes Ensure data accuracy and consistency across WFM reports and dashboards Provide actionable insights to Ops Managers Leads to drive data-informed decisions Skills Required Technical 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 Non - Technical 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-related processes o Business Acumen Understands diverse operational scenarios and translates them into automated insightful reports o Ad-Hoc Analysis Prepares and summarizes findings for on-demand requests to support management operations and quality teams o Quality Assurance Ensures accuracy in data analysis and validates outputs to minimize errors Any Graduation About Accenture We work with one shared purpose to deliver on the promise of technology and human ingenuity Every day more than 775 000 of us help our stakeholders continuously reinvent Together we drive positive change and deliver value to our clients partners shareholders communities and each other We believe that delivering value requires innovation and innovation thrives in an inclusive and diverse environment We actively foster a workplace free from bias where everyone feels a sense of belonging and is respected and empowered to do their best work At Accenture we see well-being holistically supporting our people s physical mental and financial health We also provide opportunities to keep skills relevant through certifications learning and diverse work experiences We re proud to be consistently recognized as one of the World s Best Workplaces TM Join Accenture to work at the heart of change Visit us at Equal Employment Opportunity Statement We believe that no one should be discriminated against because of their differences All employment decisions shall be made without regard to age race creed color religion sex national origin ancestry disability status military veteran status sexual orientation gender identity or expression genetic information marital status citizenship status or any other basis as protected by applicable law Our rich diversity makes us more innovative more competitive and more creative which helps us better serve our clients and our communities