As an Accenture Flex employee, you will apply your skills and experience to help drive business transformation for leading organizations and communities. In addition to delivering innovative solutions for Accenture’s clients, you will work with a highly skilled, diverse network of people across Accenture businesses who are using the latest emerging technologies to address today’s biggest business challenges. You will receive competitive rewards and access to benefits programs and world-class learning resources, while gaining job experience with one of the world’s leading professional services organizations.
The Workforce Management (WFM ) Analyst:
Assist with the forecast and capacity planning of the team based on service level needs. The WFM Analyst will help with building workforce management models to match the specific needs of the project. Main responsibilities include demand capacity updates, Ad Hoc headcount calculations, facilitate game planning meetings and support of new launches.
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, average handle time (AHT\) and shrinkage on staffing requirement
Maintain operational forecast variance to plan
Advise on staffing needs, short term shift pattern adjustments, and performance issues impacting service levels
Analyze staffing plans and ensure that the delivery locations are appropriately staffed based on client requirement and internal capacity plan numbers
Assist 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
Role Requirements:
This is an onsite in Fremont, CA
Must be flexible to work any shift between 5:00 am – 12:00 am PT including weekends and holidays