Workforce Management Analyst

  • Accenture Federal Services
  • Mar 23, 2020
Full time Information Technology

Job Description

Job Description

Accenture Flex offers you the flexibility of fixed duration project-based work powered by Accenture, a leading global professional services company. Accenture is consistently recognized on FORTUNE’s 100 Best Companies to Work For and DiversityInc’s Top 50 Companies for Diversity lists.   


As an Accenture Flex employee, you will apply your skills and experience to help drive business transformation for leading organizations and communities.  In addition to delivering innovative solutions for Accenture’s clients, you will work with a highly skilled, diverse network of people across Accenture businesses who are using the latest emerging technologies to address today’s biggest business challenges.  You will receive competitive rewards and access to benefits programs and world-class learning resources, while gaining experience with one of the world’s leading professional services organizations. 


As a Workforce Management Analyst, you will assist with the forecast and capacity planning of global team based on service level needs. The WFM analyst will help with building a workforce management model from the ground up to match the specific needs of the project.


Key Responsibilities

  • 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
  • Analyze 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 WFM lead in a timely manner
  • Analyze 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
  • Communicate and celebrate success and achievements








Basic Qualification

  • Bachelor’s degree or minimum 2 years of professional work experience
  • Minimum of 1 year of work experience in a workforce capacity planner role
  • Minimum of 2 years of work experience in a Service Desk or Call Centre


Preferred 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
  •  Strong interpersonal skills
  •  Well-developed analytical skills and the ability to provide clarity to complex issues and synthesize large amounts of information
  •  Service Delivery and Test Driven environment
  •  Ability to meet tight deadlines with focus on quality, results and timely delivery



Applicants for employment in the US must have work authorization that does not now or in the future require sponsorship of a visa for employment authorization in the United States and with Accenture.  


Candidates who are currently employed by a client of Accenture or an affiliated Accenture business may not be eligible for consideration. 


Accenture is an EEO and Affirmative Action Employer of Females/Minorities/Veterans/Individuals with Disabilities.


Equal Employment Opportunity 

All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by federal, state, or local law.


Job candidates will not be obligated to disclose sealed or expunged records of conviction or arrest as part of the hiring process.


Accenture is committed to providing veteran employment opportunities to our service men and women