Hiring For Work Force Management

3 days ago


Hyderabad, Telangana, India Cognizant Full time ₹ 6,00,000 - ₹ 12,00,000 per year

Role & responsibilities:

  • Monitor agent schedule adherence using real-time adherence software and call out non-adherent events to Operations through Desk Alerts.
  • 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.
  • using 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.


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