Workforce Services New Associate

About the Company

Accenture is a leading global professional services organization known for strengths in digital, cloud, and security sectors. With expertise spanning over 40 industries, Accenture delivers Strategy and Consulting, Technology and Operations solutions, including Accenture Song, backed by an extensive network of Advanced Technology and Intelligent Operations centers. The company employs approximately 784,000 people worldwide and serves clients across more than 120 countries, prioritizing innovation and shared success.

Job Summary

This position involves working within the Customer Support division to effectively manage customer inquiries, resolve complaints and escalations, and ensure rapid fault closure in line with Service Level Agreements (SLAs). The role focuses on utilizing Workforce Dialer technology to operate and optimize automated calling systems, maintain dialer software, monitor call metrics, and ensure compliance with related regulations. The objective is to maximize outbound calling productivity and enhance customer communications through thorough data analysis and process management. The role also encompasses various workforce management processes including scheduling, forecasting, resource allocation, and training support.

Key Responsibilities

• Address routine issues primarily guided by established procedures and escalate when necessary.
• Collaborate mainly with immediate team members and supervisors.
• Perform tasks under detailed instructions with close supervision.
• Make decisions that influence personal work outcomes within a defined scope.
• Contribute as an individual team member with limited responsibilities.
• Work in rotational shifts as required by the role.

Qualifications & Experience

• Any graduate degree is acceptable.
• Experience ranging from no prior work to up to 1 year is suitable for this position.