Description:

Cognizant is looking for a Workforce Management (WFM) Real Time Analyst (SME) who will play a critical role in ensuring smooth daily operations for call center environments. This role focuses on real-time monitoring of agent adherence, performance, and campaign health.

As a Real Time Analyst, you’ll be responsible for tracking agent schedules, identifying non-adherence, and keeping operations leaders informed with real-time updates. You’ll also analyze call patterns, monitor service levels, and prepare reports that help improve decision-making.

If you’re someone who thrives in a fast-paced environment, enjoys problem-solving, and is strong with MS Excel and WFM tools, this role is a great fit.

Responsibilities:

• Monitor agent schedule adherence using real-time adherence software.
• Call out non-adherence to operations via desk alerts or walkie-talkie.
• Work closely with WFM and traffic analysts to ensure continuity of coverage.
• Partner with Operations Management to enforce schedule adherence.
• Provide real-time insights on service levels, staffing, and call-time thresholds.
• Manage real-time exceptions in WFM software.
• Generate daily, weekly, and monthly performance reports.
• Track attendance, recommend staffing adjustments, and highlight risks of under/overstaffing.
• Analyze call arrival patterns and propose improvements.
• Support in identifying, tracking, and reporting system downtime or issues.

Key Technical Skills:

MS Excel, MS Word, Google Sheets, Google Studio, WFM Tools (Impact 360 or similar), Call Center Metrics, Real-time Monitoring, Analytical Thinking, Reporting Skills

Requirements:

• Minimum 2 years of call center experience with knowledge of workforce functions.
• At least 1 year of experience with WFM tools (e.g., Impact 360, IEX, or other scheduling systems).
• Strong proficiency in Microsoft Excel and reporting tools.
• Graduate / Bachelor’s Degree in any field.
• Excellent analytical and problem-solving skills.
• Ability to make quick decisions in real-time situations.
• Strong communication skills (written and verbal).
• Ability to work effectively in a team-oriented environment.