Opening For WFM - Chennai
- Cognizant
- 1 - 5 years
- Chennai
- 7 months ago
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Job Description
If interested, please fill the below form to apply
https://forms.office.com/r/41A93Z0RMN
Responsibilities
- Monitor agent schedule adherence using real-time adherence software and call out non-adherent events to Operations through Desk Alerts or over the phone.
- Coordinate with WFM and other Traffic Analysts on the same campaign to ensure continuity of coverage and distribution of up-to-the-minute statistical data about the day.
- Work closely with Operations Management to assist them in enforcing schedule adherence and call time threshold guidelines for the campaign.
- Inform Operations management so decisions can be made regarding OT, VTO, and off-phone activities with up-to-the-minute daily statistics.
- Provide historical reporting compilation as required by the campaign.
- Manage and enter real time exceptions in WFM software.
- Prepare and send intraday as well as daily, weekly and monthly performance reports and Provide support in identifying, tracking and reporting system issues/downtime
- Track the everyday attendance and provide recommendations for understaffing and overstaffing
- Review and analyze call/case arrival patterns and provide recommendations to improve customer practice
Qualifications
- One year prior experience working with workforce management technologies preferred.
- One year using one of the following systems: Intercom, Salesforce, Genesys, or any other WFM tool.
- Experience with call center reporting and metrics preferred.
- Proficiency in Microsoft Office Applications including Word, Power Point, Excel, Tableau and other relevant software required.
- Graduate/ B Degree.
- Strong Analytical Skills required to critically assess situations and make decisions in real time.
- Excellent problem solving and decision-making skills.
- Ability to operate effectively in a team environment.
- Excellent oral and written communication skills and interpersonal skills.
Job Classification
Industry: BPM / BPOFunctional Area / Department: Customer Success, Service & OperationsRole Category: OperationsRole: Operations - OtherEmployement Type: Full timeContact Details:
Company: CognizantLocation(s): Chennai
Keyskills: Workforce Management Resource Planning Capacity Planning Real Time Analysis Rostering Workforce Scheduling Workforce Planning Forecasting rta wfm
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