Accenture Hiring Workforce Services New Associate - Bengaluru

Job Description

Accenture is seeking a Workforce Services New Associate to join its Customer Support operations. The role focuses on assisting with customer queries, resolving complaints, and managing escalations while ensuring issues are closed within defined service level agreements (SLAs).

The position is part of the Workforce Dialer and Workforce Management (WFM) function. It involves supporting automated dialing systems used for outbound calling activities, monitoring call performance, and ensuring processes follow regulatory and operational standards.

You will also review call data and performance metrics to improve efficiency and productivity of calling campaigns. The goal is to strengthen customer communication while maximizing the effectiveness of outbound operations.

Workforce management activities may include elements such as scheduling, forecasting, training coordination, performance tracking, and operational data collection that help maintain an efficient and productive workforce.

Roles and Responsibilities

• Resolve routine issues using defined guidelines and established procedures.
• Manage customer queries, complaints, and escalations, providing appropriate resolutions.
• Work closely with team members and report to the direct supervisor for task guidance.
• Follow detailed instructions for assigned tasks and maintain adherence to service standards.
• Operate as an individual contributor within a team environment with a clearly defined scope of work.
• Monitor and support dialer system activities and analyze call data for performance insights.
• Ensure all tasks and issue resolutions meet the required service level agreements.
• Be prepared to work in rotational shifts based on operational requirements.

About Accenture

Accenture is a global professional services company with strong capabilities in digital, cloud, and security. The company provides services in strategy and consulting, technology, operations, and Accenture Song.

With a workforce of over 784,000 people serving clients in more than 120 countries, Accenture combines industry expertise with advanced technology and intelligent operations to help organizations drive transformation and innovation.