About The Role

Skill required: Workforce Dialer - Workforce Management (WFM)

Designation: Workforce Services Analyst

Qualifications:Any Graduation

Years of Experience:3 to 5 years

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. Responsible to create and manage agent schedules based on the interval staffing requirement provided by the Capacity planning team. 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?- Develop and maintain staffing schedules across lines of business and channels and ensures maximum effectiveness of schedule created basis capacity requirements
- Responsible to open all future exception like VL, LOA, Full day Training as allocated by the Capacity Planning team
- Responsible to optimize schedule thru offering off the phone exceptions, break optimization or provide OT requirements after receiving all future exceptions
- Responsible to produce over and under staffing view Report
- Responsible to publish agent schedules to operations
- Responsible to process shift bids
- Provides scheduling report that will show scheduling effectiveness information, OT requirement report, DOW schedule pattern, etc.
- Plan, monitor and optimize off-phone time in conjunction with operat

📌 Workforce Services Analyst (Bengaluru)
🏢 Accenture
📍 Bengaluru