Real-time Adherence (rta) Monitor Chat & Email Operations | Fresher @ Cognizant

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Real-time Adherence (rta) Monitor Chat & Email Operations | Fresher

Cognizant
0 years
Bengaluru
2 months ago
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Job Description

Key Responsibilities

Monitor real-time performance for Chat and Email queues to ensure SLA targets are met.
Track agent adherence and ensure representatives remain available and active as per schedule.
Identify and address real-time issues such as:
Agents going out of adherence
Extended breaks or unscheduled time
Low availability affecting SLA
Proactively coordinate with agents to bring them back on track through clear and assertive communication.
Send regular real-time SLA and adherence reports to Team Leads and Managers.
Highlight risks early (SLA breaches, staffing gaps, backlog build-up) and recommend corrective actions.
Maintain and update daily trackers using Excel (adherence logs, SLA trends, productivity summaries).
Support managers during high-volume periods by providing accurate live updates and insights.

Job Classification

Industry: IT Services & Consulting
Functional Area / Department: Customer Success, Service & Operations
Role Category: Operations
Role: Operations - Other
Employement Type: Freshers

Contact Details:

Company: Cognizant
Location(s): Bengaluru

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Keyskills: Excel Communication Skills Good Communication In English VLOOKUP Advanced Excel Email Writing

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₹ 50,000-3 Lacs P.A

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Your name (*)

Email (*)

Mobile (*)

Preferred City (* max. 2 w/comma)

Designation / Expected Role

Current / Recent Company (*)

Experience (*)

Expected Salary (*)

Desired Industry (*):

Functional area / Department (*):

Enter Skills (key skills, subjects, technologies & roles to use in search)

Write briefly about yourself, your experience and education (*)

Attach ResumeMax 2.38 MB (RTF, PDF, DOC, DOCX formats only parsed)

Please, check the file size and type.

Add social media [ + ]

Create password

I agree with website service terms and conditions

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Cognizant

Cognizant Softvision Cognizant Softvision creates impactful end-to-end digital products and solutions that result in relevant, memorable and rewarding interactions between brands and consumers. With a unique approach, we deliver sustainable innovation and business transformation for the world's...

Real-time Adherence (rta) Monitor Chat & Email Operations | Fresher @ Cognizant

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