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Workforce Management Sr Analyst


This is a Full-time position in Austin, TX posted December 12, 2021.

Workforce Management Sr Analyst

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, Interactive, Technology and Operations services-all powered by the world’s largest network of Advanced Technology and Intelligent Operations centers. Our 537,000 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 .

In today’s business environment, growth isn’t just about building value-it’s fundamental to long-term business survival. So how do organizations sustain themselves? The key is a new operating model-one that’s anchored around the customer and propelled by intelligence to deliver exceptional experiences across the enterprise at speed and at scale. You will deliver breakthrough business outcomes for clients-by harnessing talent, data and intelligence to revolutionize their operating models.

Operations is one of four services that make up one Accenture -the others are Strategy and Consulting, Interactive and Technology.

The Workforce Management Senior Analyst is a key member of the service operations team, taking ownership skill plans, scheduling and report validation. The Workforce Management Intraday and Reporting Analyst/Call Center will participate in managing the maintaining/implementing the skilling and scheduling templates for the employees along with gaining a complete understanding of the reports regarding performance in the Contact Center.

Main responsibilities of the Workforce Management Senior Analyst include but are not limited to:

  • Understand Workforce Management needs and create and adjust the skilling and scheduling as needed.
  • Ability to understand call center metrics and the formulas used to measure them.
  • Ability to understand the staffing impact using the forecast information to determine the best times for activities outside of taking calls that can be scheduled.
  • Ability to understand the call routing structure in relation to skilling and how the skill plan is direct impact to performance.
  • Working knowledge of data and creating process steps on validating information.
  • Partner with departments and team members to identify any gaps in scheduling or forecast impacts
  • Ability to collect, organize, analyze, and research data for trends and apply to the skilling processes.
  • Assist on processes with departments to help track new hires and terminations to ensure headcounts align with plan.

Basic Qualifications:

  • Minimum of 2 years’ experience in a workforce management analyst or business analyst role with a focus on scheduling, skilling.
  • Minimum of 1 year experience managing workflow tracking in a contact center.
  • Minimum of 1 year experience with a Workforce Tool (Such as IEX, Blue Pumpkin, Aspect or Verint 360) or manually building schedules, vacation management or forecasting.

Preferred Qualifications:

  • Excellent communication skills both written and spoken.
  • Identify, analyze, and interpret trends or patterns in complex data sets.
  • Ability to work individually or on a team to identify potential impacts to call center staffing or metrics based on performance trends.

As required by theColorado Equal Pay Transparency Act, Accenture provides a reasonable range of minimum compensation for roles that may be hired in Colorado. Actual compensation is influenced by a wide array of factors including but not limited to skill set, level of experience, and specific office location. For the state of Coloradoonly, the range of starting pay for this role is$55,100- $88,499andinformation on benefits offered is here.

What We Believe

We have an unwavering commitment to diversity with the aim that every one of our people has a full sense of belonging within our organization. As a business imperative, every person at Accenture has the responsibility to create and sustain an inclusive environment.

Inclusion and diversity are fundamental to our culture and core values. Our rich diversity makes us more innovative and more creative, which helps us better serve our clients and our communities. Read more here

Equal Employment Opportunity Statement

Accenture is an Equal Opportunity Employer. We believe that no one should be discriminated against because of their differences, such as age, disability, ethnicity, gender, gender identity and expression, religion or sexual orientation.

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.

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

For details, view a copy of the Accenture Equal Opportunity and Affirmative Action Policy Statement.

Requesting An Accommodation

Accenture is committed to providing equal employment opportunities for persons with disabilities or religious observances, including reasonable accommodation when needed. If you are hired by Accenture and require accommodation to perform the essential functions of your role, you will be asked to participate in our reasonable accommodation process. Accommodations made to facilitate the recruiting process are not a guarantee of future or continued accommodations once hired.

If you would like to be considered for employment opportunities with Accenture and have accommodation needs for a disability or religious observance, please call us toll free at 1 (877) 889-9009, send us an email or speak with your recruiter.

Other Employment Statements

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.

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

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

The Company will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. Additionally, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the Company’s legal duty to furnish information.

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