Wfm-subject Matter Expert with Ms Excel

5 days ago

Hyderabad Telangana, India Cognizant Full time

**Real Time Analyst (SME) - Central WFM**

**Position Purpose**

**Responsibilities**
- 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.

**Qualifications**
- 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.

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