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Workforce Services Associate
Accenture
Full time
1+ years
Not Disclosed
Bengaluru, India
Post Date: Mar 25, 2024
End Date: May 25, 2024
Expired
1+ years
Not Disclosed
Bengaluru, India
Post Date:Mar 25, 2024
End Date: May 25, 2024
Skills:
Ms Office
Communication
Management
Operations
Problem Solving
MS Excel
Job Description:
Responsibilities
Monitor Operations agent and/or agent group adherence, correcting any "out-of-compliance" situations
Identify opportunities to improve staff balancing and overall operational performance
Effectively communicate observations to the Field Operations team and Senior Management to ensure timely critical resolution/action
Monitor real time queue and well versed with the concept of re-forecasting
Understand Staff Management concepts
Understand Schedule and Line Adherence
Have knowledge on Trend Analysis of metrics
Have knowledge on Intraday Escalation/Downtimes, Attendance/Leave Management and concept of Shrinkage
Qualifications & Experience
Proficient in MS Excel & other Microsoft Office tools
Workforce application familiarity (Nice Total view - IEX / ACD)
Communication skills
Analytical and reasoning techniques
2 -3 years Contact Center Experience
18 months relevant experience in Work Force Management (WFM)
Natural Communicator (Essential)
Perception Skills (Essential)
Planning & Organization skills (Essential)
Team Player (Essential)
Energetic (Essential)
Positive Mindset (Essential)
Flexible (Essential)
Qualifications:Any Graduation
Years of Experience:1 to 3 years
Job Overview
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Salary
Not Disclosed
Role
Associate
Area of Practice
Operations
Experience
1+ years
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