The Workforce Analyst is responsible for managing volume and staffing to ensure optimal performance through continuous interaction with stakeholders with the intent of achieving target metrics and contractual objectives.



Analyze work volume patterns to determine trends

Create volume forecast and handle time forecast for interval, daily and weekly

Determine appropriate staffing levels needed to meet goals

Assess, simulate and act upon the impact and effect of forecasted volume, planned AHT, planned shrinkage, proposed staffing and other drivers to service level.


Responsible for managing an interval, daily and weekly staffing plan to ensure that the center is appropriately staffed

Administer shift bids across multiple sites and clients/lines of business

Develop and adjust employee schedules and rotations to meet the work volume demand on each day

Adjusts breaks, lunches, start and stop times on a daily basis based on Intra-Day reporting for each half hour

* Bachelor's Degree holder * Ability to work independently, multi-task and meet deadlines * Analytical interpretation of data * Proficiency in Microsoft Excel * Must be able to work with all levels of the organization in capturing, managing and communicating metrics * Excellent written and verbal communication skills * Workforce Management experience is a plus


Accenture is a global management consulting, technology services and outsourcing company. Combining unparalleled experience, comprehensive capabilities across all industries and business functions, and extensive research on the world’s most successful companies, Accenture collaborates with its clients to help them become high-performance businesses and governments.

Working with Accenture in the United States,  you can join ranks with more than 211,000 people in 120 countries and work with clients in nearly every major industry worldwide, including 96 of the Fortune Global 100, more than three-quarters of the Fortune Global 500 and government agencies around the world. Accenture’s people build careers in different areas of business, specifically Consulting, Technology and Outsourcing, as well as within our internal corporate functions.

With the breadth of talent our people have, they not only build strong careers, they offer their talents and skills to help clients and communities around the world.

Similar jobs