IN Associate- Workforce Management Analyst Fcom

About the role

• Assist with the forecast and capacity planning of global team based on service-level needs.(Chats, Calls, emails, social media)
• The WFM analyst will help with building workforce management models to match the specific needs of the regions. 
• Main responsibilities include demand capacity updates, Ad Hoc headcount calculations, facilitate game-planning meetings and support of new launches.

What you'll be doing

• 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
• Analyze 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
• Analyze staffing plans and ensure that the delivery locations are appropriately staffed based on client requirements 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 teams to execute project deliverables
• Flexibility around working hours and some international travel may be required
• Communicate and celebrate success and achievements

What you'll bring

• Required Skills & WFM Experience (MNC live channels call, chats and offline: email, social media)
• 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
• Well-developed analytical skills and the ability to provide clarity to complex issues and synthesize large amounts of information
• Self-motivating, adaptable and able to inspire and motivate others
• Strong interpersonal skills
• 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
• Prior experience working in an environment of frequent change
• Able to work on a rotation shift schedule

Even better if 

• Accurate and efficient with very good organizational skills and ability to manage and prioritize tasks simultaneously in high pressure environment
• Adaptable to learn new processes, concepts, and skills
• Demonstrates the ability to work as part of a team adding positive attitude and business focus
• Ability to work in a fast-paced work environment
• Enjoying challenging opportunities
• Ability to solve urgent matters and work under pressure
• Reliable, proactive approach to entrusted tasks

What's in it for you

• Annual Performance Bonus
• Night Shift Allowance
• Overtime Payment
• Referral Hire Bonus
• Health and Life Insurance
• IT Asset provided
• 5 days working
• Paid leaves of 26 days (excluding 08 public holidays)
• Team fun activities
• Quarterly Team Outings
• Highly talented, dependable co-workers in a global, multicultural organization
• Our teams are small enough for you to be impactful
• Our business is globally established and successful, offering stability and security to our Team Members

Interview Process

• On-site 30 min Aptitude Test
• On-site screening with our Talent Acquisition Team
• On-site 20 min writing test
• On-site interview loop with 2 x CS Team Members (30 mins each)
• Followed by an offer discussion on the same day

If you're interested, we encourage you to apply! Every application is reviewed by a member of our team (AI is not used in our recruitment process), and we aim to respond within 48 hours.