Overview
Join to apply for the AML Workforce Management Analyst role at Accenture Portugal
Responsibilities
* Assist in the development and maintenance of workforce management reports and dashboards to track key performance indicators (KPIs)
* Analyze workforce data to identify trends, anomalies, and opportunities for improvement in staffing levels and service levels
* Support schedule optimization efforts by analyzing historical data and forecasting future staffing needs
* Collaborate with cross-functional teams to gather requirements and ensure alignment on workforce management objectives
* Participate in the documentation of standard operating procedures and process improvements
* Assist team with development of complex Excel spreadsheets and query tools, automation formulas, and custom formatting of reports
* Identify opportunities for process improvement via SQL, Macro automation
* Manage agent scheduling (i.e., shifts, training, vacation, meeting, overtime, off-line work, exceptions) to ensure that daily service level objectives are met
* Perform root cause analysis when action plans do not meet desired results
* Complete and manage schedule exceptions/adjustments on a daily basis
Qualifications
* Bachelor\'s degree in Business, Analytics, or a related field
* 1+ years of experience in data analysis or workforce management, preferably in a high-volume environment
* Strong analytical skills with the ability to interpret complex data sets
* Proficiency in Microsoft Excel, including experience with pivot tables and advanced formulas
* English - minimum B2
Preferred
* Familiarity with workforce management software or tools
* Experience with data visualization tools (e.g., Tableau, Power BI) is a plus
* Knowledge of statistical analysis techniques and forecasting methods
Technical Skills And Relevant Technologies
* Proficient in Microsoft Excel and data manipulation techniques
* Basic understanding of SQL for data querying and analysis
* Familiarity with data visualization tools to create impactful reports
* Excellent communication skills, both verbal and written
* Detail-oriented with strong organizational skills
* Ability to work independently and as part of a collaborative team
* Proactive mindset with a willingness to learn and adapt in a fast-paced environment
Seniority level
* Entry level
Employment type
* Full-time
Job function
* Project Management and Information Technology
Industries
* IT Services and IT Consulting
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