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 Real Time Analyst:
Key Responsibilities:
Real Time Monitoring: Monitor live operational metrics like call volumes, agent status, and service levels
Service Level Agreement Adherence, ensure that service level agreements are being met and take action to address any deviations
Data Analysis, analyze real time data to identify trends, predict staffing needs, and suggest improvements to workforce management practices
Performance Management, monitor employee adherence to schedules, call handling, and address any deviations
Reporting and Analysis, generate reports on various workforce management metrics, including attendance, adherence, and productivity
Collaboration, work closely with operations teams, supervisors, and other stakeholders to ensure operational efficiency
Problem Solving, identify and address issues that impact service levels, working with relevant teams to find solutions
Communicate effectively with team members and stakeholders, keeping them informed about real-time performance and potential issues
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