Opening For Real Time Analyst - Spe/sme &tl
- Cognizant
- 1 - 6 years
- Chennai
- 6 days ago
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Job Description
- Monitor agent schedule adherence using real-time adherence software and call out non-adherent events to Operations through Desk Alerts or over the walkie-talkie.
- 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 arrival patterns and provide recommendations to improve customer practice
- Minimum three years experience in a call center environment and familiarity with Workforce functions required.
- Experience in managing single and/or multiple LOBs, skills and queues.
- Experience on workforce management technologies and tools - NICE IEX, Verint, Genesys, Avaya CMS, Amazon Connect, Impact 360 or any other WFM tool.
- Experience with call center reporting and metrics.
- Proficiency in Microsoft Office Applications including Word and Excel and other relevant software required.
- 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: Subject Matter ExpertEmployement Type: Full timeContact Details:
Company: CognizantLocation(s): Chennai+ View Contact
Keyskills: Workforce Management Capacity Planning Real Time Analysis Rostering RTM Scheduling Shrinkage Operations RTA wfm
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