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 the quality assurance of Content Moderation whose role includes 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 secure 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 Technical o Intermediate knowledge of Excel and Power Point applications Non - Technical o Problem-Solving Skills o Analytical Skills o Attention to Detail o Communication Skills Roles and Responsibilities oo Real-Time Monitoring Monitor live operational metrics like call volumes agent status and service levels o Service Level Agreement SLA Adherence Ensure that service level agreements are being met and take action to address any deviations o Data Analysis Analyze real-time data to identify trends predict staffing needs and suggest improvements to workforce management practices o Performance Management Monitor employee adherence to schedules track attendance and address any deviations o Reporting and Analysis RTAs generate reports on various workforce management metrics including attendance adherence and productivity o Collaboration Work closely with operations teams supervisors and other stakeholders to ensure operational efficiency o Problem Solving Identify and address issues that impact service levels working with relevant teams to find solutions o Communication Communicate effectively with team members and stakeholders keeping them informed about real-time performance and potential issues Any Graduation