IN Associate- Workforce Management Analyst Fcom

About The Role

Assist with the forecast and capacity planning of global team based on service-level needs.(Chats, Calls, emails, social media)The WFM analyst will help with building workforce management models to match the specific needs of the regions. Main responsibilities include demand capacity updates, Ad Hoc headcount calculations, facilitate game-planning meetings and support of new launches.

What You'll Be Doing

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 issuesAnalyze the impact of volume, AHT and shrinkage on staffing requirementMaintain operational forecast variance to planAdvise on staffing needs and performance issues impacting service levels to the WFM lead in a timely mannerAnalyze staffing plans and ensure that the delivery locations are appropriately staffed based on client requirements and internal capacity plan numbersAssist WFM lead with forecasting and capacity planning process through monthly discussion and graphical analysis of volumes, AHT and volume driversEstablish a professional and collaborative working relationship with the clientNeed to maintain flexibility regarding requests and actions assigned to meet the needs of the clientWorking within multidisciplinary teams across both teams to execute project deliverablesFlexibility around working hours and some international travel may be requiredCommunicate and celebrate success and achievements

What You'll Bring

Required Skills & WFM Experience (MNC live channels call, chats and offline: email, social media)Ability to work independently, multi-task and meet deadlinesAnalytical interpretation of dataProficiency in Microsoft Excel, SQLMust be able to work with all levels of the organization in capturing, managing and communicating metricsExcellent written and verbal communication skillsBachelor's Degree holder (or equivalent experience)The ability to develop creative and breakthrough solutionsWell-developed analytical skills and the ability to provide clarity to complex issues and synthesize large amounts of informationSelf-motivating, adaptable and able to inspire and motivate othersStrong interpersonal skillsAn ability to identify the root causes of issues by analyzing patterns and trendsAbility to establish and maintain key relationships across both Accenture and the Clients organizationPrior experience working in an environment of frequent changeAble to work on a rotation shift schedule

Even better if

Accurate and efficient with very good organizational skills and ability to manage and prioritize tasks simultaneously in high pressure environmentAdaptable to learn new processes, concepts, and skillsDemonstrates the ability to work as part of a team adding positive attitude and business focusAbility to work in a fast-paced work environmentEnjoying challenging opportunitiesAbility to solve urgent matters and work under pressureReliable, proactive approach to entrusted tasks

What's In It For You

Annual Performance BonusNight Shift AllowanceOvertime PaymentReferral Hire BonusHealth and Life InsuranceIT Asset provided5 days workingPaid leaves of 26 days (excluding 08 public holidays)Team fun activitiesQuarterly Team OutingsHighly talented, dependable co-workers in a global, multicultural organizationOur teams are small enough for you to be impactfulOur business is globally established and successful, offering stability and security to our Team Members

Interview Process

On-site 30 min Aptitude TestOn-site screening with our Talent Acquisition TeamOn-site 20 min writing testOn-site interview loop with 2 x CS Team Members (30 mins each)Followed by an offer discussion on the same day

If you're interested, we encourage you to apply! Every application is reviewed by a member of our team (AI is not used in our recruitment process), and we aim to respond within 48 hours. .