Job description
Cognizant is a global organization serving clients across multiple industries with a deep set of offerings provided by our practice areas and supported by corporate and enabling functions. Employing roughly 270,000 talented associates worldwide, Cognizant is dedicated to anticipating and solving clients toughest problems and enabling them to thrive in the digital era. Join us and Be Cognizant!
Job Requirements:
- High School diploma or equivalent required, 2 years college or more preferred.
- Minimum one year experience in a call center environment and familiarity with Workforce functions required
- One year prior experience working with workforce management technologies preferred.
- One year using one of the following systems: Impact 360 or any other WFM tool.
- Proficiency in Microsoft Office Applications including Word and Excel and other relevant software required.
- Excellent oral and written communication skills and interpersonal skills.
What you'll be doing
- 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.
Why Join Us
- Competitive Salary & Benefits Earn well while enjoying great perks
- Career Growth Clear paths for promotions and skill development
- Supportive Work Environment Join a team that values you
- Comprehensive Training No experience No problem! We've got you covered
- Exciting Opportunities Be part of a dynamic and growing industry
Ready to take the next step Apply today!
*Terms and Conditions apply
