Wfm Specialist

3 days ago

Gurugram Hyderabad, India Cognizant Full time ₹ 15,00,000 - ₹ 25,00,000 per year

Roles and Responsibilities People Manager RTA

  • Manage & own service level delivery as per SOW of the process.
  • Maintain RTA staffing as per business requirements.
  • Create and share reports as per business requirements with "ZERO" errors.
  • Ensure RCA (root cause analysis) for SLA deviations (Intraday and EOD) is shared with (Ops/WFM) leadership for review in a timely manner.
  • Ensure all activities/KRAs are performed by the team with 100% accuracy & without any delays.
  • Support ADHOC requests per business requirements.
  • Challenge the status quo and think out of the box to innovate & drive process improvement ideas/projects.
  • Delivery & Completion of minimum One Project idea (New idea or improvisation in BAU activities) per quarter.
  • Callout/Highlight any anomalies of the project/process & share it with Ops/WFM leadership.
  • Effectively manage the stakeholders & ensure zero escalations.
  • Effectively manage the team & ensure the entire team is cross skilled to avoid single point of failure.
  • Maintain Integrity and discipline, stay compliant to perform the role as per CTS policies for self & the team.
  • Ensure timely delivery of reports/ trackers (Stacks, Special Pay and Holiday wages etc.) with zero errors and ensuring no timeline misses ( This will be transitioned to BA team later)

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