Workforce Management Specialist

Senior WFM Analyst Job Purpose:

This is a Senior WFM Analyst role, focusing on assisting with the forecast and capacity planning of global team based on service level needs. The Senior WFM analyst will help with building workforce management models to match the specific needs of the project. A Senior WFM Analyst will lead WFM-specific projects; supports training of junior team members and participates in client-facing meetings. Main responsibilities include demand capacity updates, Ad Hoc headcount calculations and support of new launches. He/She will also act as a backup for the WFM Global Lead.

Job Duties:

Communicate to stakeholders on performance and challenges i.e. providing direction, guidelines, performance update to hit service level goals and making suggestions for corrections to any issues

Analyse the impact of volume, AHT and shrinkage on staffing requirement

Maintain operational forecast variance to plan

Advise on staffing needs and performance issues impacting service levels to the WFM lead in a timely manner

Analyse staffing plans and ensure that the delivery locations are appropriately staffed based on client requirement and internal capacity plan numbers

Assist WFM lead with forecasting and capacity planning process through monthly discussion and graphical analysis of volumes, AHT and volume drivers

Establish a professional and collaborative working relationship with the client

Need to maintain flexibility regarding requests and actions assigned to meet the needs of the client

Working within multidisciplinary teams across both Accenture teams and client teams to execute project deliverables

Flexibility around working hours and some international travel may be required

Communicate and celebrate success and achievements

Requirements:

Minimum 12 months of leadership experience \

Skills and Qualifications:

Ability to work independently, multi-task and meet deadlines

Analytical interpretation of data

Proficiency in Microsoft Excel, SQL

Must be able to work with all levels of the organization in capturing, managing and communicating metrics

Excellent written and verbal communication skills

Bachelor's Degree holder (or equivalent experience)

The ability to develop creative and breakthrough solutions.

Strong interpersonal skills

Well-developed analytical skills and the ability to provide clarity to complex issues and synthesize large amounts of information.

An ability to identify the root causes of issues by analyzing patterns and trends.

Ability to establish and maintain key relationships across both Accenture and the Client’s organization

Self-motivating, adaptable and able to inspire and motivate others.

Prior experience working in an environment of frequent change

About Accenture

We work with one shared purpose: to deliver on the promise of technology and human ingenuity. Every day, more than 775,000 of us help our stakeholders continuously reinvent. Together, we drive positive change and deliver value to our clients, partners, shareholders, communities, and each other.We believe that delivering value requires innovation, and innovation thrives in an inclusive and diverse environment. We actively foster a workplace free from bias, where everyone feels a sense of belonging and is respected and empowered to do their best work.At Accenture, we see well-being holistically, supporting our people’s physical, mental, and financial health. We also provide opportunities to keep skills relevant through certifications, learning, and diverse work experiences. We’re proud to be consistently recognized as one of the World’s Best Workplaces™.Join Accenture to work at the heart of change. Visit us at www.accenture.com

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