Service Delivery Ops Senior Analyst - Accenture
Designation: Service Delivery Ops Senior Analyst
Qualifications:Master of Business AdministrationYears of Experience:5 to 8 years
About Accenture
Accenture is a global professional services company with leading capabilities in digital, cloud and security.Combining unmatched experience and specialized skills across more than 40 industries, we offer Strategy and Consulting, Technology and Operations services, and Accenture Song— all powered by the world’s largest network of Advanced Technology and Intelligent Operations centers.Our 699,000 people deliver on the promise of technology and human ingenuity every day, serving clients in more than 120 countries. We embrace the power of change to create value and shared success for our clients, people, shareholders, partners and communities.Visit us at www.accenture.com
What would you do? The Real-Time Management (RTM) Analyst/Lead is responsible for monitoring and managing intraday performance to ensure operational efficiency and service level adherence. This role involves real-time tracking of workforce metrics, identifying deviations, and implementing immediate corrective actions.
You will be responsible for analyzing and reviewing user profiles, audio, videos, and text-based content and/or investigating, escalating and/or resolving issues that are reported by users or flagged by the system. Due to the nature of the role, the individual may be exposed to flashing lights or contrasting light and dark patterns.
Additionally, the RTM Analyst plays a key role in incident management by assessing and responding to system outages, spikes in volume, and other operational disruptions.Content moderation is meaningful work that helps keep the internet safe. It may also be challenging, at times. In the context of this role, individuals may be directly or inadvertently exposed to potentially objectionable and sensitive content (e.g., graphic, violent, sexual, or egregious).
Therefore, content moderators need strong resilience and coping skills. We care for the health and well-being of our people and provide the support and resources needed to perform their role responsibilities. Active participation in Accenture’s well-being support program, designed specifically for the Trust & Safety community, provides valuable skills to promote individual and collective well-being.
Organize, categorize and publish content and information using specific tools and channels, for use by different groups and individuals within the organization.What are we looking for? • 3-5 years of experience in Real-Time Management, Workforce Management, or Contact Center Operations.
- Strong analytical skills with proficiency in real-time reporting tools and workforce management platforms (e.g., NICE, Verint, IEX, or Genesys).
- Ability to work under pressure and make quick, data-driven decisions in fast-paced environments.
- Excellent communication and stakeholder management skills.
- Experience in incident management, including root cause analysis and escalation protocols.
- Understanding of workforce optimization strategies, including shrinkage management, occupancy, and utilization.
- Flexibility to work in shifts, including weekends or 24/7 operations, if required.
- Review, classify and/or remove content according to client guidelines, using specific tools and channels
- Understand and remain updated on changing client policies and guidelines
- Investigate, resolve, and relay complex content issues to the broader Trust and Safety team
- Strong coping, emotional resilience, and stress-management skills
- Excellent comprehension, communication skills
- Ability to perform duties objectively, devoid of inherent biases or personal beliefs, in the best interest of client policies
- Strong attention to detail
- Comfort synthesizing and analyzing information from multiple streams
- Strong critical thinking and decision-making skills
- Continuously monitor real-time performance metrics, including service levels, queue volumes, and agent adherence.
- Identify and address deviations from staffing plans, ensuring minimal impact on operational KPIs.
- Generate and distribute intraday performance reports with key insights and actionable recommendations.
- Communicate real-time updates on trends, SLA risks, and performance concerns to stakeholders, including Operations, Workforce Management, and Client Teams.
- Optimize resource allocation by adjusting schedules, reallocating tasks, and managing shrinkage in real time.
- Act as the first point of contact for operational incidents, such as system outages, tool downtimes, or unplanned volume surges.
- Coordinate with IT, Operations, and Vendor Management teams to escalate and resolve incidents promptly.
- Implement contingency plans to mitigate impact on service delivery during disruptions.
- Maintain an incident log with root cause analysis, resolution timelines, and preventive measures.
- Conduct post-incident reviews to improve response strategies and minimize recurrence.
- Work closely with Operations and Workforce Planning teams to align real-time decisions with long-term staffing strategies.
- Provide data-driven insights and recommendations during WBR (Weekly Business Reviews) and MBR (Monthly Business Reviews).
- Ensure effective communication across teams to facilitate proactive decision-making and minimize downtime.