Job Description
Senior WFM Analyst Job Purpose:
This is a Senior WFM Analyst role, focusing on assisting with the forecast and capacity planning of global team based on service level needs. The Senior WFM analyst will help with building workforce management models to match the specific needs of the project. A Senior WFM Analyst will lead WFM-specific projects; supports training of junior team members and participates in client-facing meetings. Main responsibilities include demand capacity updates, Ad Hoc headcount calculations and support of new launches. He/She will also act as a backup for the WFM Global Lead.
Job Duties:
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 issues
Analyse the impact of volume, AHT and shrinkage on staffing requirement
Maintain operational forecast variance to plan
Advise on staffing needs and performance issues impacting service levels to the WFM lead in a timely manner
Analyse staffing plans and ensure that the delivery locations are appropriately staffed based on client requirement and internal capacity plan numbers
Assist WFM lead with forecasting and capacity planning process through monthly discussion and graphical analysis of volumes, AHT and volume drivers
Establish a professional and collaborative working relationship with the client
Need to maintain flexibility regarding requests and actions assigned to meet the needs of the client
Working within multidisciplinary teams across both Accenture teams and client teams to execute project deliverables
Flexibility around working hours and some international travel may be required
Communicate and celebrate success and achievements
Requirements:
Minimum 12 months of leadership experience
Skills and Qualifications:
Ability to work independently, multi-task and meet deadlines
Analytical interpretation of data
Proficiency in Microsoft Excel, SQL
Must be able to work with all levels of the organization in capturing, managing and communicating metrics
Excellent written and verbal communication skills
Bachelor's Degree holder (or equivalent experience)
The ability to develop creative and breakthrough solutions.
Strong interpersonal 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.
Ability to establish and maintain key relationships across both Accenture and the Client's organization
Self-motivating, adaptable and able to inspire and motivate others.
Prior experience working in an environment of frequent change
