Overview

We are seeking a Workforce Management Senior Analyst to support workforce planning and operational performance analysis in a shared services environment. This role will serve as a technical SME for workforce analytics, dashboards, and reporting, helping optimize staffing decisions and improve service delivery outcomes.

Key Responsibilities:

Workforce Forecasting & Planning

• Develop and maintain workload and volume forecasts using historical data and operational trends.

• Support capacity planning activities to determine staffing requirements.

Scheduling & Resource Management

• Assist in building and maintaining staff schedules to support operational coverage and service levels.

• Support adjustments related to shift allocation, overtime planning, and workforce balancing.

Real-Time Monitoring

• Monitor intraday operational performance, including queues, workloads, and backlogs.

• Identify emerging issues and recommend corrective staffing actions.

Workforce Analytics & Reporting

• Build and maintain dashboards and workforce performance reports.

• Analyze workforce metrics including agent adherence, shrinkage, absenteeism, and productivity trends.

• Provide actionable insights to improve workforce utilization and service delivery.

Data & Systems Support

• Utilize SQL, Excel, and data visualization tools to extract and analyze operational data.

• Support automation and improvement of workforce reporting processes.

Qualifications

• 3–5 years of experience in Workforce Management, workforce analytics, or operational planning within shared services or BPO environments.

• Strong data analysis and reporting skills.

• Proficiency in Excel (advanced functions, pivot tables, data modeling).

• Experience using SQL for data extraction and analysis.

• Familiarity with dashboard tools such as Power BI or Tableau.

• Understanding of forecasting, scheduling logic, and workforce planning concepts.

• Strong analytical thinking and attention to detail.

• Ability to translate data insights into operational recommendations.

#LI-GM

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 

Equal Employment Opportunity Statement

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.