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WFM/MIS - SME

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Cognizant

Nov 5

Applications are closed

  • Job
    Full-time
    Junior & Mid Level
  • Customer Relations
  • Hyderabad, +1

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.

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.

FAQs

What is the primary role of a WFM/MIS - SME?

The primary role of a WFM/MIS - SME is to monitor agent schedule adherence, coordinate with various analysts, assist operations management, and provide real-time and historical reporting to ensure effective workforce management and operational efficiency.

What experience is required for this position?

A minimum of two years of experience in a call center environment and familiarity with workforce functions is required, along with at least one year of experience working with workforce management technologies.

What workforce management systems should I be familiar with?

Candidates should have experience using Impact 360 or any other workforce management tool.

What tools and software should I be proficient in for this job?

Proficiency in Microsoft Office Applications including Word and Excel, Google Sheets, Google Studio, and other relevant software is required.

What kind of reports will I be required to prepare?

You will be required to prepare and send intraday, daily, weekly, and monthly performance reports, as well as provide historical reporting compilation as needed.

Are strong analytical skills important for this position?

Yes, strong analytical skills are essential to critically assess situations and make decisions in real time.

How does teamwork play a role in this position?

The ability to operate effectively in a team environment is crucial, as you will be coordinating with WFM, other Traffic Analysts, and Operations Management to ensure smooth operation.

What kind of communication skills are necessary for this role?

Excellent oral and written communication skills, along with strong interpersonal skills, are necessary for effectively liaising with various stakeholders.

Will I need to analyze call arrival patterns?

Yes, part of your responsibilities includes reviewing and analyzing call arrival patterns to provide recommendations for improving customer practices.

Is there a requirement for educational qualifications?

Yes, a graduate or bachelor's degree is required for this position.

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Cognizant

Consulting
Industry
10,001+
Employees

Mission & Purpose

Cognizant is a multinational technology company that provides a wide range of IT services and solutions to organisations worldwide. Their primary focus is on helping businesses transform and thrive in the digital age. Cognizant's mission and purpose are centred around delivering innovative and cutting-edge technology solutions that drive client success. They offer services such as digital strategy, consulting, technology implementation, and IT outsourcing, enabling companies to adapt to evolving market dynamics, enhance operational efficiency, and deliver exceptional customer experiences. Cognizant's ultimate goal is to empower their clients with the tools, insights, and capabilities needed to navigate complex technological landscapes and achieve their business objectives in an increasingly digital world.

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