Workforce Management - TM
- Cognizant
- 8 - 12 years
- Noida, Gurugram
- 2 months ago
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Job Description
Roles and Responsibilities People Manager Capacity
Management/Scheduling/RTA ( Team Manager)
Forecasting and Capacity Planning
Long-Term Forecasting: Develop long-term forecasts for call volume, handle time, and other key metrics to determine future staffing needs.
Short-Term Forecasting: Create short-term forecasts (daily, weekly) to adjust staffing based on recent trends and events.
Capacity Planning: Analyze staffing requirements against existing resources and attrition rates to identify hiring needs and potential overstaffing. Collaborate with recruitment and operations to ensure a healthy hiring pipeline
Scheduling and Staffing
Schedule Generation: Design and generate agent schedules that optimize for service level attainment, adherence, and efficiency, while also considering agent preferences and labor laws.
Off-Phone Activity Management: Schedule and manage non-production activities, such as training, coaching, and team meetings, to minimize their impact on service levels.
Shift Bidding/Swap Management: Administer shift bidding or swap platforms, ensuring all changes are tracked and compliant with company policy
Reporting and Analysis
Performance Reporting: Prepare and distribute regular reports on key performance indicators (KPIs), including forecast accuracy, schedule adherence, and service level performance.
Root Cause Analysis: Conduct analysis to identify the root causes of performance gaps and variances. Provide insights and recommendations to management and operations.
What-If Scenarios: Run simulations and "what-if" scenarios to model the impact of different strategies on service levels and costs
RTA Team responsibilities:
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
Job Classification
Industry: IT Services & ConsultingFunctional Area / Department: OtherRole Category: OtherRole: OtherEmployement Type: Full timeContact Details:
Company: CognizantLocation(s): Noida, Gurugram
Keyskills: Workforce Management Capacity Planning Real Time Analysis Scheduling Monitoring
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