WFM-Subject Matter Expert Job in Kolkata at Cognizant

Cognizant is hiring for the role of WFM-Subject Matter Expert, MS Excel!

Responsibilities of the Candidate:

• 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.

Requirements:

• Minimum two-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.
• Experience with call center reporting and metrics preferred.
• Proficiency in Microsoft Office Applications including Word and Excel, Google Sheets, Google Studio 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