What are the responsibilities and job description for the Customer Support Workforce Management Sr Analyst position at Knowledgent?
Key Responsibilities
The Customer Support Workforce Management (WFM) Sr Analyst:
We accept applications on an on-going basis and there is no fixed deadline to apply.
Information on benefits is here.
Role Location Hourly Salary Range
California $26.39 to $57.69
Cleveland $24.42 to $46.15
Colorado $26.39 to $49.86
District of Columbia $28.08 to $53.08
Illinois $24.42 to $49.86
Maryland $26.39 to $49.86
Massachusetts $26.39 to $53.08
Minnesota $26.39 to $49.86
New York/New Jersey $24.42 to $57.69
Washington $28.08 to $53.08
San Antonio, TX
Requesting an Accommodation
Accenture is committed to providing equal employment opportunities for persons with disabilities or religious observances, including reasonable accommodation when needed. If you are hired by Accenture and require accommodation to perform the essential functions of your role, you will be asked to participate in our reasonable accommodation process. Accommodations made to facilitate the recruiting process are not a guarantee of future or continued accommodations once hired.
If you would like to be considered for employment opportunities with Accenture and have accommodation needs such as for a disability or religious observance, please call us toll free at 1 (877) 889-9009 or send us an email or speak with your recruiter.
Equal Employment Opportunity Statement
We believe that no one should be discriminated against because of their differences. All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by federal, state, or local law. Our rich diversity makes us more innovative, more competitive, and more creative, which helps us better serve our clients and our communities.
For details, view a copy of the Accenture Equal Opportunity Statement
Accenture is an EEO and Affirmative Action Employer of Veterans/Individuals with Disabilities.
Accenture is committed to providing veteran employment opportunities to our service men and women.
Other Employment Statements
Applicants for employment in the US must have work authorization that does not now or in the future require sponsorship of a visa for employment authorization in the United States.
Candidates who are currently employed by a client of Accenture or an affiliated Accenture business may not be eligible for consideration.
Job candidates will not be obligated to disclose sealed or expunged records of conviction or arrest as part of the hiring process. Further, at Accenture a criminal conviction history is not an absolute bar to employment.
The Company will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. Additionally, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the Company's legal duty to furnish information.
California requires additional notifications for applicants and employees. If you are a California resident, live in or plan to work from Los Angeles County upon being hired for this position, please click here for additional important information.
Please read Accenture’s Recruiting and Hiring Statement for more information on how we process your data during the Recruiting and Hiring process.
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.
The Customer Support Workforce Management (WFM) Sr Analyst:
- Deliver timely ad hoc and standard operational reports
- Gather and document reporting requirements
- Work with process subject matter experts from each functional team
- Assist in designing insightful report views (excel-based or tool-based or dashboards)
- Provide regular and ad-hoc results interpretation to Accenture management as requested
- Work as backup for site WFM lead
- Utilize data to identify trends and opportunities for improvement
- Work with other teams and stakeholders to identify opportunities to improve performance results in accordance with contractual agreements between Accenture and clients
- Perform Quality Assurance (QA) on reporting analysis performed by other reporting groups as needed (including clients)
- Execute business processes and deliver services to meet defined service levels and key performance indicators
- Identify new opportunities, enhance business processes, develop/help implement recommendations to achieve continuous improvement objectives
- Analyze existing processes to define quality and reusable approaches and contribute to knowledge capital within the area of expertise
- Apply knowledge and experience to identify, assess and resolve service delivery issues within the area of responsibility in coordination with the client and internal team members
- Collaborate with internal or external stakeholders to understand specific requirements
- Provide guidance, review work activities and share knowledge in the areas of expertise with the team to promote operational consistency, efficiency in the use of resources and implementation of best practices
- Analyze current and historical volumes and patterns, handle time, productivity trends/patterns and all future work requirements to develop budget and forecasts
- Analyze current and future attrition trends, shrinkage, productivity factors, desk availability and shift requirements, to develop staffing plan. Plan includes optimum skill set mix, replacement and recruiting timing, training and cross training details
- Provide agreed upon monthly volume forecasts and assist with breakdown to daily forecasts as required
- Analyze delivery centre shrinkage, make recommendations regarding reduction and provides shrinkage targets and vacation allowances when required
- Analyses intraday statistics, delivery centre performance, service levels and scheduling statistics to recommend courses of action in balancing service levels to business and agent/staff requirements
- Maintain reports inventory
- Manage reporting change requests
- This is an onsite in San Antonio, TX
- Must be flexible to work any shift between 6:00 am – 12:00 am CT including weekends and holidays
- Minimum of 2 years’ experience in workforce management or scheduling
- Ability to work independently, multi-task and meet deadlines
- Analytical interpretation of data
- Proficiency in Microsoft Excel
- Excellent written and verbal communication 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
- Demonstrates knowledge in real time management and exhibits decision making skills in executing real time action plans
We accept applications on an on-going basis and there is no fixed deadline to apply.
Information on benefits is here.
Role Location Hourly Salary Range
California $26.39 to $57.69
Cleveland $24.42 to $46.15
Colorado $26.39 to $49.86
District of Columbia $28.08 to $53.08
Illinois $24.42 to $49.86
Maryland $26.39 to $49.86
Massachusetts $26.39 to $53.08
Minnesota $26.39 to $49.86
New York/New Jersey $24.42 to $57.69
Washington $28.08 to $53.08
San Antonio, TX
Requesting an Accommodation
Accenture is committed to providing equal employment opportunities for persons with disabilities or religious observances, including reasonable accommodation when needed. If you are hired by Accenture and require accommodation to perform the essential functions of your role, you will be asked to participate in our reasonable accommodation process. Accommodations made to facilitate the recruiting process are not a guarantee of future or continued accommodations once hired.
If you would like to be considered for employment opportunities with Accenture and have accommodation needs such as for a disability or religious observance, please call us toll free at 1 (877) 889-9009 or send us an email or speak with your recruiter.
Equal Employment Opportunity Statement
We believe that no one should be discriminated against because of their differences. All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by federal, state, or local law. Our rich diversity makes us more innovative, more competitive, and more creative, which helps us better serve our clients and our communities.
For details, view a copy of the Accenture Equal Opportunity Statement
Accenture is an EEO and Affirmative Action Employer of Veterans/Individuals with Disabilities.
Accenture is committed to providing veteran employment opportunities to our service men and women.
Other Employment Statements
Applicants for employment in the US must have work authorization that does not now or in the future require sponsorship of a visa for employment authorization in the United States.
Candidates who are currently employed by a client of Accenture or an affiliated Accenture business may not be eligible for consideration.
Job candidates will not be obligated to disclose sealed or expunged records of conviction or arrest as part of the hiring process. Further, at Accenture a criminal conviction history is not an absolute bar to employment.
The Company will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. Additionally, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the Company's legal duty to furnish information.
California requires additional notifications for applicants and employees. If you are a California resident, live in or plan to work from Los Angeles County upon being hired for this position, please click here for additional important information.
Please read Accenture’s Recruiting and Hiring Statement for more information on how we process your data during the Recruiting and Hiring process.
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.
Salary : $24 - $58