Skill required: Workforce Dialer - Workforce Management (WFM)

Designation: Workforce Services Specialist

Qualifications: Any Graduation

Years of Experience: 7 to 11 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 784,000 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

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

10 to 12 years of experience in Workforce Management (WFM) with a focus on back-office or non-voice operations

Strong expertise in forecasting,



capacity planning, and workload management

Advanced proficiency in Microsoft Excel and Office Suite

Hands-on experience with:

Power BI (data visualization and dashboards)

Power Apps

Power Query

Power Automate

Strong analytical thinking and problem-solving capabilities

Excellent communication and stakeholder management skills

Ability to work in a fast-paced, matrixed environment Roles and Responsibilities:

Lead end-to-end forecasting and capacity planning for back-office or non-voice processes

Build and manage volume forecasts, workload models, and staffing plans aligned to SLAs and business targets

Analyze historical data, seasonality, and business drivers to generate accurate demand forecasts

Perform deep-dive data analysis to identify productivity improvements, capacity gaps, and efficiency opportunities

Develop and maintain interactive dashboards and reports using Power BI for real-time performance tracking

Leverage Power Apps, Power Query, and Power Automate to automate reporting and optimize WFM processes

Collaborate with operations, transition, and client stakeholders to align workforce strategies with delivery requirements

Monitor key metrics such as productivity, utilization, backlog, and turnaround time (TAT)

Provide actionable insights and recommendations to leadership for continuous improvement

Drive process standardization and automation initiatives within the WFM function

Experience in shared services or global delivery model environments

Exposure to digital transformation, automation, or analytics-driven WFM

Familiarity with back-office KPIs such as TAT, throughput, and backlog management

Experience with WFM tools (e.g., scheduling or forecasting tools) is an added advantage

Data-Driven Decision Making

Stakeholder Influence

Strategic Workforce Planning

Process Excellence & Automation

Collaboration & Leadership

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