AML Workforce Management Analyst

Job Description

• 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
• Assists team with development of complex excel spreadsheets and query tools, automation formulas, and custom formatting of reports
• Identifies 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
• Monitor intraday performance and support real-time staffing adjustments to maintain service level targets or case completion.
• Maintain and update WFM dashboards and reports to ensure data accuracy and timely visibility of key metrics

Job Qualifications

• Bachelor's degree in Business, Analytics, or a related field
• English - minimum B2
• 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
• Possess a valid work permit to work in Portugal and/or own European Union/Schengen Space nationality

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

About Accenture

Accenture is a leading global professional services company that helps the world’s leading businesses, governments and other organizations build their digital core, optimize their operations, accelerate revenue growth and enhance citizen services—creating tangible value at speed and scale. We are a talent- and innovation-led company with approximately 791,000 people serving clients in more than 120 countries. Technology is at the core of change today, and we are one of the world’s leaders in helping drive that change, with strong ecosystem relationships. We combine our strength in technology and leadership in cloud, data and AI with unmatched industry experience, functional expertise and global delivery capability. Our broad range of services, solutions and assets across Strategy & Consulting, Technology, Operations, Industry X and Song, together with our culture of shared success and commitment to creating 360° value, enable us to help our clients reinvent and build trusted, lasting relationships. We measure our success by the 360° value we create for our clients, each other, our shareholders, partners and communities.

Visit us at www.accenture.com 

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