Workforce Management Analyst

Job description

Assist with the forecast and capacity planning of global team based on service level needs. The WFM analyst will help with building a workforce management model from the ground up to match the specific needs of the project. The WFM Analyst will lead WFM specific projects that are implemented to drive productivity and efficiency across SBG. Main responsibilities include demand capacity updates, headcount reporting and calculations, schedule building and tracking of resources, productivity tracking and reporting and support of new launches and changes to processes relating to workforce management.

Primary Responsibilities
· Build and maintain all scheduling reports to ensure accurate and detailed reports are available
· Work closely with the SBG leadership team to ensure staffing levels are aligned to the program goals
· 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 leadership 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, when required
· 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

Desired profile

Qualifications :

Required Skills Experience
·  Ability to work independently, multi -task and meet demanding deadlines
·  Analytical interpretation of data
·  High level of diligence, accuracy and attention to detail required
·  Proficiency in Microsoft Excel, SQL
·  Must be able to work with all levels of the organization in capturing, managing and communicating metrics/updates
·  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 analysing patterns and trends
·  Ability to establish and maintain key relationships across both Accenture and the Clients organisation

Please also note that Accenture is an equal opportunities employer and welcomes applications from all sections of society and does not discriminate on grounds of race, religion or belief, ethnic or national origin, disability, age, citizenship, marital, domestic or civil partnership status, sexual orientation, or gender identity.

Accenture is a leading global professional services company, providing a broad range of services and solutions in strategy, consulting, digital, technology and operations. Combining unmatched experience and specialized skills across more than 40 industries and all business functions — underpinned by the world's largest delivery network — Accenture works at the intersection of business and technology to help clients improve their performance and create sustainable value for their stakeholders. With 505,000 people serving clients in more than 120 countries, Accenture drives innovation to improve the way the world works and lives. Visit us at www.accenture.com .