Skill required Workforce Dialer - Workforce Management WFM Designation Workforce Services Specialist Qualifications Any Graduation Years of Experience 7 to 11 years Language - Ability English International - Expert 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 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 oMicrosoft Excel oMicrosoft PowerPoint oAdaptable and flexible oAgility for quick learning oWritten and verbal communication oAbility to meet deadlines oCollaboration and interpersonal skills Roles and Responsibilities oIn this role you are required to do analysis and solving of moderately complex problems o May create new solutions leveraging and where needed adapting existing methods and procedures o The person would require understanding of the strategic direction set by senior management as it relates to team goals o Primary upward interaction is with direct supervisor o May interact with peers and or management levels at a client and or within Accenture o Guidance would be provided when determining methods and procedures on new assignments o Decisions made by you will often impact the team in which they reside o Individual would manage small teams and or work efforts if in an individual contributor role at a client or within Accenture o Please note that this role may require you to work in rotational shifts Any Graduation