Skill required: Trust & Safety - Workforce Management (WFM)
Designation: Workforce Services Senior Analyst
Qualifications:Any Graduation
Years of Experience:5 to 8 years
About Accenture
Accenture is a global professional services company with leading capabilities in digital, cloud and security.Combining unmatched experience and specialized skills across more than 40 industries, we offer Strategy and Consulting, Technology and Operations services, and Accenture Song— all powered by the world’s largest network of Advanced Technology and Intelligent Operations centers. Our 699,000 people deliver on the promise of technology and human ingenuity every day, serving clients in more than 120 countries. We embrace the power of change to create value and shared success for our clients, people, shareholders, partners and communities.Visit us at www.accenture.com
What would you do? Enables a superior brand experience , accelerates responsible growth and creates a secure environment. "Transaction Monitoring involves overseeing financial transactions to detect and prevent suspicious activities, such as fraud or money laundering. This includes analyzing transaction data, identifying unusual patterns, and reporting potential issues. The goal is to ensure compliance with regulatory requirements and protect the organization from financial crimes. Responsibilities include using monitoring tools, conducting investigations, and maintaining accurate records. This role is crucial for maintaining the integrity and security of financial operations. Key activities involves- Alter review & investigation, Transaction Analysis, Suspicious Activity reporting, Compliance and regulatory adherance & Case management." An institutional process that maximizes performance levels and competency for an organization. The process includes all the activities needed to maintain a productive workforce, such as field service management, human resource management, performance and training management, data collection, recruiting, budgeting, forecasting, scheduling and analytics. The Real Time Analyst is responsible for managing and ensuring that the service level agreements for various programs are met.
What are we looking for? • Demonstrate sound work ethic • Must have advanced level Microsoft Excel/Word/Powerpoint and Google Sheet/Doc • Experience with IEX, CMS, Avaya, Symposium, Blue Pumpkin or similar tool will be an added asset • Ability to create reports in Excel/Sheet and forecast results • Attention to detail and high level of accuracy • Ability to multi-task, focus and complete reports for extended periods of time • Previous call center experience required • Ability to take initiative • Flexible team player with a positive attitude • Must have good time management with the ability to work with minimal supervision and under tight timelines • Capable of managing multiple, simultaneous projects • Must be friendly and professional with a positive attitude • Organized with the ability to quickly and effectively adapt to change • Excellent attendance record • Able to communicate professionally - oral and written • Problem solving skills • Complete Work from Office • Should be flexible for rotational shift to cover 24 hrs window
Roles and Responsibilities: • Manage the call volume, daily attendance and program break schedules • Assist with creation of metrics and targets for services • Work closely with the operations team to analyze and help improve their delivery processes • Generate ideas for process and service improvement planning • Produce daily, biweekly and monthly internal reports • Use trends and reports to forecast requirements • Assist with projects and other duties as requested or assigned

Any Graduation

About Accenture

Accenture is a leading global professional services company that helps the world’s leading businesses, governments and other organizations build their digital core, optimize their operations, accelerate revenue growth and enhance citizen services—creating tangible value at speed and scale. We are a talent- and innovation-led company with approximately 791,000 people serving clients in more than 120 countries. Technology is at the core of change today, and we are one of the world’s leaders in helping drive that change, with strong ecosystem relationships. We combine our strength in technology and leadership in cloud, data and AI with unmatched industry experience, functional expertise and global delivery capability. Our broad range of services, solutions and assets across Strategy & Consulting, Technology, Operations, Industry X and Song, together with our culture of shared success and commitment to creating 360° value, enable us to help our clients reinvent and build trusted, lasting relationships. We measure our success by the 360° value we create for our clients, each other, our shareholders, partners and communities.

Visit us at www.accenture.com 

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We believe that no one should be discriminated against because of their differences. All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, military veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by applicable law. Our rich diversity makes us more innovative, more competitive, and more creative, which helps us better serve our clients and our communities.