The Customer Support Workforce Management (WFM) Sr Analyst:
Key Responsibilities:
• 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
Role Requirements:
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