Accenture Careers – Real Time Analyst In Minneapolis

Overview

Position Title: Real-Time Analyst

Company: Accenture

Location: Minneapolis, MN, US

Job Description

As a Real Time Analyst, you will work closely with Operations, to help monitor incoming volumes in queues, report on daily attendance schedule and adherence of agents in real time, ensuring optimum service levels are achieved to deliver consistent performance. You will enjoy building professional relationships, adapting quickly to change, and demonstrating grit that will inspire others to strive for superior results.

Responsibilities:

• Adopt and communicate global intraday and scheduling guidelines to appropriate stakeholders
• Enforce real time adherence in all work types and markets within the scope of operation
• Monitor the volume of contacts at interval level, as well as the proper use of activity codes, overall onsite /offsite shrinkage, variations in Average Handle Time, and any other real time events that contribute or impact negatively in the execution of planned productivity hours to meet Service Level Agreements
• Constant interaction with Accenture stakeholder, reporting site performance including but not limited to staffing compliance, skilling status, and outages
• Provide visibility and reporting capabilities of main Service Level Agreements and KPIs related to intraday and scheduling functions such as adherence, shrinkage components, projected interval compliance, and bidding completion
• Creation and optimization of schedule shells, allocating productive time based on interval level staffing needs, following region specific labor laws
• Appropriate distribution of programmed shrinkage activity codes to help ensure the accuracy of projections related to productive staffing commitment
• Develop and maintain a scheduling matrix for each specific site and region adequately updating information related to labor laws, shift types, and other considerations required to appropriately perform scheduling tasks
• Recognize and communicate challenges and areas of improvement during, and after scheduling cycles providing solutions to meet staffing expectations at interval level

Requirements:

• High School Diploma or GED Equivalent
• Minimum of 2 years experience in Workforce Management intraday and scheduling positions
• Minimum of 1 year experience in delivery operations
• Associate or Technical degree
• Experience in client product support
• Proven experience in operating and directly handling a scope of more than 100 FTEs using social media ad products
• Know how in managing real time adherence in different lines of business in a multi skill environment simultaneously shrinkage, outages, under overstaffing etc.
• Knowledge of WFM tools Aspect, Verint, IEX Aspect preferable
• Advanced Excel skills LOOKUP, INDEX, IFS, pivot tables, MATCH, table arrays, macros