Workforce Services Associate
Accenture in India
Navi Mumbai, Maharashtra, India1–3 yrs2h agovia LinkedIn
About the Role
- You will be aligned with our Customer Support vertical.
Key Responsibilities
- Manage and resolve customer queries.
- Handle escalations and complaints from dissatisfied customers and provide resolutions.
- Close faults and complaints within SLAs.
- Strategic alignment of people and resources to business objectives to optimize and automate scheduling and performance management based on agent availability, forecast call volume, and revenue targets.
- Maintain a productive workforce through activities such as data collection, budgeting, forecasting, scheduling, and analytics.
Requirements & Tech Stack
- Workforce Dialer
- Workforce Management (WFM)
Qualifications
- Any Graduation.
About the Role
- You will solve routine problems, largely through precedent and referral to general guidelines.
- Interactions are within your own team and direct supervisor.
- You will be provided detailed to moderate level of instruction on daily work tasks and detailed instruction on new assignments.
- Decisions made will impact your own work.
- You will be an individual contributor as part of a team, with a predetermined, focused scope of work.
- This role may require you to work in rotational shifts.