Customer Support Workforce Management Sr Analyst

The Customer Support Workforce Management (WFM) Sr Analyst: Key Responsibilities: u2022 Deliver timely ad hoc and standard operational reports u2022 Gather and document reporting requirements u2022 Work with process subject matter experts from each functional team u2022 Assist in designing insightful report views (excel-based or tool-based or dashboards) u2022 Provide regular and ad-hoc results interpretation to Accenture management as requested u2022 Work as backup for site WFM lead u2022 Utilize data to identify trends and opportunities for improvement u2022 Work with other teams and stakeholders to identify opportunities to improve performance results in accordance with contractual agreements between Accenture and clients u2022 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 u2022 Identify new opportunities, enhance business processes, develop/help implement recommendations to achieve continuous improvement objectives u2022 Analyze existing processes to define quality and reusable approaches and contribute to knowledge capital within the area of expertise u2022 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 u2022 Collaborate with internal or external stakeholders to understand specific requirements u2022 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 u2022 Analyze current and historical volumes and patterns, handle time, productivity trends/patterns and all future work requirements to develop budget and forecasts u2022 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 u2022 Provide agreed upon monthly volume forecasts and assist with breakdown to daily forecasts as required u2022 Analyze delivery centre shrinkage, make recommendations regarding reduction and provides shrinkage targets and vacation allowances when required u2022 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 u2022 Maintain reports inventory u2022 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 u2013 12:00 am CT including weekends and holidays Basic Qualifications: + Minimum of 2 yearsu2019 experience in workforce management or scheduling Preferred Qualifications: + Ability to work independently, multi-task and meet deadlines + Analytical interpretation of data + Proficiency in Microsoft Excel + Excellent written and verbal communication skills + 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 analyzing patterns and trends + Demonstrates knowledge in real time management and exhibits decision making skills in executing real time action plans Compensation at Accenture varies depending on a wide array of factors, which may include but are not limited to the specific office location, role, skill set, and level of experience. As required by local law, Accenture provides a reasonable range of compensation for roles that may be hired as set forth below. We accept applications on an on-going basis and there is no fixed deadline to apply. Information on benefits is here. ( Role Location Hourly Salary Range California $26.39 to $57.69 Cleveland $24.42 to $46.15 Colorado $26.39 to $49.86 District of Columbia $28.08 to $53.08 Illinois $24.42 to $49.86 Maryland $26.39 to $49.86 Massachusetts $26.39 to $53.08 Minnesota $26.39 to $49.86 New York/New Jersey $24.42 to $57.69 Washington $28.08 to $53.08 Requesting an Accommodation Accenture is committed to providing equal employment opportunities for persons with disabilities or religious observances, including reasonable accommodation when needed. If you are hired by Accenture and require accommodation to perform the essential functions of your role, you will be asked to participate in our reasonable accommodation process. 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Created: 2025-11-15