Job Description

Job Title: Workforce Central

Work Location: Remote

Job Overview:

Workforce central role focuses on assisting with global team forecast and capacity planning, aligning workforce management strategies with service level needs. The Workforce Central Analyst will design WFM models tailored to specific project requirements, lead WFM-related initiatives, provide training to junior team members, and participate in client-facing meetings. Key responsibilities include updating demand capacity, conducting ad hoc headcount calculations, and supporting new project launches. The Workforce Central Analyst will also act as a backup to the Workforce Management global lead.

Key Responsibilities:

• Provide clear direction and performance updates to stakeholders, ensuring alignment with service-level goals. Offer suggestions to address performance challenges and resolve issues.
• Assess the impact of volume, Average Handling time, and shrinkage on staffing requirements, advising on necessary adjustments to meet service level targets.
• Track and maintain operational forecast variance, ensuring alignment with the plan.
• Promptly advise the WFM lead on staffing needs and performance concerns that may impact service levels.
• Analyze staffing plans to ensure that delivery locations are adequately staffed based on client requirements and internal capacity.
• Assist the WFM lead with forecasting and capacity planning through monthly reviews, graphical analysis of key metrics like volumes and AHT, and identifying volume drivers.
• Foster professional, collaborative relationships with clients, maintaining flexibility to meet their needs and expectations.
• Work within multidisciplinary teams, both within Accenture and the client organization, to execute project deliverables effectively.
• Adapt to flexible working hours and, if necessary travel internationally to meet project requirements.
• Communicate and celebrate team successes and project milestones.
   

Qualifications:

• Minimum of 12 months of leadership experience in a relevant field.
• Strong ability to work independently, manage multiple tasks, and meet deadlines.
• Analytical expertise, especially in interpreting data to provide actionable insights.
• Proficiency in Microsoft Excel and SQL for data analysis and reporting.
• Capable of working across various organizational levels, capturing, managing, and communicating key metrics.
• Excellent written and verbal communication skills.
• Creativity in problem-solving, with the ability to develop innovative and effective solutions.
• Strong interpersonal skills, with the ability to build and maintain key relationships across Accenture and client organizations.
• Ability to identify root causes of issues through the analysis of patterns and trends.
   

Education: 

• Bachelor’s degree or equivalent experience.
   

Additional Qualities:

• Self-motivated, adaptable, and capable of motivating and inspiring others.
• Experience in managing change and thriving in a fast-paced, dynamic environment.
   

Required Skills:

• Strong analytical and problem-solving abilities, capable of interpreting data to make informed decisions.
• Excellent organizational and time management skills, able to prioritize tasks and multitask efficiently in a dynamic, fast-paced setting.
• Proficiency in using workforce management tools and software for call volume forecasting and schedule creation.
• High attention to detail with a keen ability to analyze data and recognize patterns or trends.
• Outstanding verbal and written communication skills, adept at conveying information clearly to various stakeholders.
• Ability to collaborate effectively within a team environment and establish strong working relationships with call center managers, supervisors, and agents.
• Advanced proficiency in Microsoft Excel, including the use of complex formulas, pivot tables, and data manipulation techniques.
• Familiarity with call center operations and key industry metrics (e.g., service level, average handle time, occupancy) is an advantage.
• Adaptability and flexibility to adjust staffing plans in response to unexpected changes or shifts in business needs.
• Strong work ethic with the ability to work independently and take initiative with minimal supervision.