Skill required Workforce Dialer - Workforce Management WFM Designation Workforce Services Senior Analyst Qualifications Any Graduation Years of Experience 5 to 8 years About Accenture Accenture is a global qualified 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 strategic alignment of people and resources to business objectives in ways that optimize and automate scheduling and performance management based on agent availability forecast call volume and revenue targets An institutional process that maximizes performance levels and competency for an organization The process includes all the activities needed to maintain a productive workforce such as field service management human resource management performance and training management data collection recruiting budgeting forecasting scheduling and analytics What are we looking for oAdaptable and flexibleoAbility to perform under pressureoProblem-solving skillsoDetail orientationoAbility to establish strong client relationship Roles and Responsibilities oIn this role you are required to do analysis and solving of moderately complex problemso May create new solutions leveraging and where needed adapting existing methods and procedureso The person would require understanding of the strategic direction set by senior management as it relates to team goalso Primary upward interaction is with direct supervisoro May interact with peers and or management levels at a client and or within Accentureo Guidance would be provided when determining methods and procedures on new assignmentso Decisions made by you will often impact the team in which they resideo Individual would manage small teams and or work efforts if in an individual contributor role at a client or within Accentureo Please note that this role may require you to work in rotational shifts Any Graduation About Accenture Accenture is a leading global qualified services company that helps the world s leading businesses governments and other organizations build their digital core optimize their operations accelerate revenue growth and enhance citizen services creating tangible value at speed and scale We are a talent- and innovation-led company with approximately 791 000 people serving clients in more than 120 countries Technology is at the core of change today and we are one of the world s leaders in helping drive that change with strong ecosystem relationships We combine our strength in technology and leadership in cloud data and AI with unmatched industry experience functional expertise and global delivery capability Our broad range of services solutions and assets across Strategy Consulting Technology Operations Industry X and Song together with our culture of shared success and commitment to creating 360 value enable us to help our clients reinvent and build trusted lasting relationships We measure our success by the 360 value we create for our clients each other our shareholders partners and communities 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