Workforce Management Specialist Workforce Management Specialist …

Cognizant
in Phoenix, AZ, United States
Permanent, Full time
Be the first to apply
Competitive
Cognizant
in Phoenix, AZ, United States
Permanent, Full time
Be the first to apply
Competitive
Workforce Management Specialist

The ideal applicant will have a background in Workforce Analysis in high volume call/contact center operations. If you are analytical, organized, self-directed and excel in investigating diverse areas of call center operations and have a reputation for proactively communicating your findings with senior leaders, we want to talk to you!

Role & Responsibilities





  • Responsible for centralized reporting of performance metrics across all workflows
  • Build dashboards and publish daily/weekly/monthly reports to client and internal stakeholders
  • Analyze operations data including AHT (average handling time), ASA (average time to answer), response time, resolution time, CSAT, and relevant metrics to identify patterns/trends that lead you to the root cause of the issue
  • Proactively communicate recommendations that provide improvements and/or solutions that support the overall good of the organization and its teams
  • Ability to communicate concerns, problems, and challenges in a constructive, solution orientated and positive manner.
  • Assist in the development of company initiatives aimed at improving and implementing best practices in productivity and decisions regarding call center strategies
  • Effectively gather, compile and report on data in a clear and easily understood format
  • Willing and interested in being cross trained and flexible to support
  • Provide strong reporting and analytical information support to the management team & Client.
  • Generate both periodic and ad hoc reports as needed


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