Workforce Services Analyst

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. Content moderators serve as an important line of defense by helping improve the quality and safety of online content while gaining hands-on job experience. You will deliver value to our clients, while making a larger impact on society. You will be responsible for 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 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, content moderators need 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?

Strong coping, emotional resilience, and stress-management skills
Excellent comprehension, communication, and (English) skills
Ability to perform duties objectively, devoid of inherent biases or personal beliefs, in the best interest of client policies
Strong attention to detail
Comfort synthesizing and analyzing information from multiple streams
Strong critical thinking and decision-making skills
Review, classify and/or remove content according to client guidelines, using specific tools and channels
Understand and remain updated on changing client policies and guidelines
Investigate, resolve, and relay complex content issues to the broader Trust and Safety team ? Role Expectation: ? Manage and support complex WFM processes including scheduling, forecasting, real-time monitoring, and capacity planning. ? Collaborate with cross-functional teams (Operations, PMO, Reporting, and MIS) to ensure alignment of workforce strategies with business goals. ? Act as an SME for WFM tools and methodologies, ensuring optimal staffing and service level achievement. ? Leverage AWS cloud solutions for forecasting, anomaly detection, and automation of WFM processes. ? Ensure data accuracy and consistency across WFM reports and dashboards. ? Provide actionable insights to Ops Managers/Leads to drive data-informed decisions. Roles and Responsibilities: ? Role Expectation: ? Manage and support complex WFM processes including scheduling, forecasting, real-time monitoring, and capacity planning. ? Collaborate with cross-functional teams (Operations, PMO, Reporting, and MIS) to ensure alignment of workforce strategies with business goals. ? Act as an SME for WFM tools and methodologies, ensuring optimal staffing and service level achievement. ? Leverage AWS cloud solutions for forecasting, anomaly detection, and automation of WFM processes. ? Ensure data accuracy and consistency across WFM reports and dashboards. ? Provide actionable insights to Ops Managers/Leads to drive data-informed decisions. ? Skills Required ? Technical: o Strong understanding of WFM Concepts and tools o Proficiency in Advance Excel and SQL and data manipulation for WFM reporting o Experience with Excel-based scheduling models and dashboards. o Exposure to BI tools like Tableau, QuickSight, Power BI is a plus. o WFM experience as Schedular, RTAs, Capacity planning, Forecasting, etc. ? Non - Technical: o Effective Communication: Able to convey ideas clearly across teams and stakeholders, both verbally and in writing. o Stakeholder Engagement: Builds and maintains strong working relationships with internal and external partners. o Analytical Thinking: Applies sound judgment and problem-solving skills to interpret data and make informed decisions. o Self-Management: Works independently with minimal supervision, prioritizes tasks effectively, and adapts quickly to changing demands. o Presentation Skills: Communicates insights and recommendations in a clear, concise, and structured manner. o Interpersonal Skills: Approachable, collaborative, and flexible in team environments. o Reporting Enhancement: Continuously improves reporting frameworks to support strategic goals and drive behavioral change at the client end. o Process Documentation: Maintains and develops comprehensive documentation for all WM-related processes. o Business Acumen: Understands diverse operational scenarios and translates them into automated, insightful reports. o Ad-Hoc Analysis: Prepares and summarizes findings for on-demand requests to support management, operations, and quality teams. o Quality Assurance: Ensures accuracy in data analysis and validates outputs to minimize errors.
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