GRO - WFM - CL11

General Information

Position: Workforce Service Analyst - UKI

Location: onsite, D18 (office Sandyford)

Contract: Full-time role 40 hours per week (For internal applicants, the type of contract will remain unchanged)

Working hours:  24/7

Kindly read carefully the paragraph in red before applying to the role. 

Our global policy 500 related to internal transfers via Careers Marketplace has recently been updated.

If you apply for an internal job at a higher level and are selected to join the team, you will be offered the job at your current level (no change in the level or salary). You will be considered for promotion at the next eligible promotion period.

Although you won’t be promoted at the time you transfer, you still have the opportunity to move into the new role, demonstrate your abilities and expand your skills — which will best position for promotion at the next eligible promotion period.

If you are required to work a night shift as part of this role, you are obliged to complete a night worker health assessment. Please note that it is a requirement of your continued employment, that you are fit to work night shifts, and your employment may be terminated, if you are unable to do so.

** Kindly be informed that sponsorship is not available for this position.

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 safe. 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.  

As a WFM, you will:

• Respond to client and internal requests in an accurate and timely manner

• Prepare departmental reports for daily, weekly, monthly and yearly periods

• Forecasting and Planning:
  - Analyze current and historical volumes and patterns, handle time, productivity trends and patterns and all future work requirements to develop volume and work forecasts.
  - Analyze current and future attrition trends, learning curve, shrinkage, productivity factors, desk availability and shift requirements, to develop staffing plan.
  - Plan includes optimum skill set mix, replacement and recruiting timing, training and cross training details

• Provide agreed upon monthly work volume forecasts and assist with breakdown to daily forecasts as required

• Analyze delivery centre shrinkage, make recommendations regarding reduction and provides shrinkage targets and vacation allowances when required

• Develop skills based routing strategy and support strategies

• Analyses intraday statistics, delivery centre performance, service levels and scheduling statistics to recommend courses of action in balancing service levels to business and staff requirements .

INCLUSION AND DIVERSITY 

We are a global collective of diverse talents. Innovators improving the way the world works and lives. We provide an accessible, inclusive, open and welcoming workplace that helps everyone make the most of their professional potential. Discover how we are accelerating equality for all in the workplace”. 

Please advise if you have any particular requirements, so we can look into arranging reasonable adjustments to the recruitment process. You can contact us at accessIErecruitment@accenture.com. 

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, Interactive, Technology and Operations services — all powered by the world’s largest network of Advanced Technology and Intelligent Operations centers. Our 674,000 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 accenture.com. 

Language(s) Required: As part of the interview process, you will be required to complete an English language test and a language test in the relevant language for this role. You will be advised of the level you are required to achieve to successfully carry out the role

• English - minimum level C1 required

Required:​

• Skill Required Trust Safety Capacity Planning
• Qualification High School Diploma GED
• YOE 3 to 5 years.

What would you do Achieve customer support service levels by accurately forecasting, planning and scheduling to ensure optimal performance. Provide ongoing and frequent interaction with management operations and staff, as required, to achieve optimum results.

Ability to assess and manage the resources needed to meet current and future demands within an organization.
This skill encompasses understanding and forecasting the capacity requirements for various elements, such as workforce, infrastructure, technology, or processes.
Effective capacity planning ensures that an organization can efficiently allocate resources to support its goals, optimize performance, and adapt to changes in demand or business conditions..

About Accenture

Accenture is a leading global professional 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 www.accenture.com 

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, sexual orientation, gender identity or expression, 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