The Intra-day Operations Analyst is responsible for driving proper managing of volume and staffing to ensure optimal performance through continuous interaction with stakeholders with the intent of achieving target metrics and contractual objectives.

RESPONSIBILITIES

Intraday Operations

● Performs Workforce Management support functions for Operations.

● Communication to stakeholders of intra-day performance and challenges, i.e., providing direction,

guidelines, performance update to hit service level goals, reporting phone, tools or network

outages; making suggestions for corrections to any issues.

● Analyze the impact of volume, AHT and shrinkage on the budget staffing requirement.

● Manage operational forecast variance to plan.

● Report staffing needs and performance issues impacting service levels on a timely manner and

recommend solutions to close gaps.

Forecasting & Capacity Planning

● 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.

Scheduling

● 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.

SKILLS AND QUALIFICATIONS

● English Level - C1 Minimum.

● Residence Authorization to work in Portugal

● Highschool Diploma (12th Grade) - Minimum

● Workforce Management experience

● Ability to work independently, multi-task and meet deadlines.

● Analytical interpretation of data.

Docusign Envelope ID: 1518DAAB-D1B3-4EA5-B37D-12DB32361EB2

● 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.

About Accenture

We work with one shared purpose: to deliver on the promise of technology and human ingenuity. Every day, more than 775,000 of us help our stakeholders continuously reinvent. Together, we drive positive change and deliver value to our clients, partners, shareholders, communities, and each other.We believe that delivering value requires innovation, and innovation thrives in an inclusive and diverse environment. We actively foster a workplace free from bias, where everyone feels a sense of belonging and is respected and empowered to do their best work.At Accenture, we see well-being holistically, supporting our people’s physical, mental, and financial health. We also provide opportunities to keep skills relevant through certifications, learning, and diverse work experiences. We’re proud to be consistently recognized as one of the World’s Best Workplaces™.Join Accenture to work at the heart of change.

Visit us at www.accenture.com

Igualdade de oportunidade de emprego
A Accenture rege-se pelos princípios da meritocracia e da igualdade de oportunidades, não discriminando nem tolerando qualquer discriminação em razão de ascendência, origem étnica, raça, cor, sexo, estado civil, território de origem, grau de instrução, posição social, orientação sexual, religião, convicções e/ou opções políticas ou ideológicas, situação económica ou social, ou em função de qualquer outro factor considerado discriminatório e proibido nos termos da lei.

Para mais informações sobre as oportunidades de emprego na Accenture e se necessitas de assistência especial, material ou infraestrutura adaptada, por favor envia um email para Portugal_careers@accenture.com.