Job Overview
Role: Workforce Services Associate Location: Mumbai Experience: 0 – 3 Years (Freshers Eligible) Qualification: Any Graduation Key Skills: Workforce Dialer, Workforce Management (WFM), Customer Support
Job Description
For the Accenture Recruitment 2026 drive, the team is looking for a Workforce Services Associate to align with their Customer Support vertical. In this role, you will be solving routine problems, managing customer queries, handling escalations, and providing the best resolutions for dissatisfied customers within strict Service Level Agreements (SLAs). You will play a critical role in managing automated dialing systems to optimize outbound calling efforts. This institutional process maximizes performance levels and competency for the organization by maintaining a highly productive workforce.
Roles and Responsibilities
- Customer Support: Manage and resolve customer queries, handle escalations, address complaints from dissatisfied customers, and close faults within designated SLAs.
- Dialer Management: Manage automated dialing systems to optimize outbound calling efforts. Set up and maintain dialer software, monitor call performance, and ensure regulatory compliance.
- Data Analytics: Analyze call data to improve overall efficiency and productivity, enhancing customer communication and maximizing the effectiveness of calling campaigns.
- Workforce Management: Engage in activities needed to maintain a productive workforce, including field service management, HR, performance and training management, data collection, budgeting, forecasting, and scheduling.
- Shift Operations: Work flexibly in rotational shifts to meet operational and client demands.
Skills and Eligibility Criteria
Educational Background: Any Graduation degree.
Experience: 0 to 3 years of experience. Freshers with a willingness to learn are highly encouraged to apply.
Mandatory Technical Skills:
- Familiarity with Workforce Dialer operations
- Workforce Management (WFM) principles
Competencies:
- Strong ability to meet deadlines and work effectively within a team structure
- High adaptability, flexibility, and quick learning agility
- Strong capabilities in corporate and strategic planning