Workforce Management Analyst

Cognizant is a large IT Consulting firm that leverages modern technologies to transform a variety of business operations. The Workforce Management Analyst provides plans and real-time administration, strategies and technologies to optimize employee productivity. Utilizing workforce management tools drives a set of processes that ensure the right number of agents are scheduled and adhere to scheduling needs to handle projected volumes.

Please note that this role is Fully Onsite in Mesa, AZ. Only local candidates will be considered.

Role Responsibilities

• Responsible for centralized reporting of performance metrics across all workflows
• Assess, analyze, and report on employee productivity at the individual, departmental, and account levels
• Build dashboards and publish daily/weekly/monthly reports to clients and internal stakeholders.
• Analyze operations of Key Performance Indicators (KPIs) relevant metrics to identify patterns/trends that lead to the root cause of the issue.
• Experience with IEX, CMS, Avaya, Symposium, Blue Pumpkin an asset
• Previous Work Force Management experience is considered an asset
• The RTA's primary activity is continuous surveillance of the operational dashboard: tracking service level, queue depth, ASA, adherence, and occupancy across all assigned queues
• Generate production schedules for the operational team and adjust as necessary depending on call volume, staff availability and overtime.
• Update and maintain assigned operational trackers to ensure listed information is accurate.
• Solicit extra hours or voluntary time off from where applicable, to ensure staffing meets forecasted volumes to clients.
• Track and maintain operational reporting (i.e. attendance)
• Develop and oversee operational schedule bidding process
• 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
• Responsible for the daily efforts to effectively deliver real-time (intra-day) management with the purpose of optimizing resources to achieve business objectives
• Collect staff performance data and customer feedback data, reviewing and analyzing relevant data to identify problem areas, and preparing workforce analysis reports for company leadership to inform their policies and decision-making

Required Qualifications

• 1-2 years of overall experience in a client service environment or WFM analyst.
• Strong computer skills and knowledge of Google Suite (sheets, slides, docs, drive)
• High school graduate (bachelor's degree preferred)
• Strong analytical, and problem-solving skills with an excellent attention to detail
• Effective interpersonal skills - verbal and written
• Flexible and adaptable to the fast paced and changing business environment.
• Promote change and the positives of change as it relates to growth.
• Ability to remain calm and courteous under pressure and navigate tense situations.

Salary and Other Compensation:

The annual salary for this position is between $50,000 - $59,222 depending on experience and other qualifications of the successful candidate.

This position is also eligible for Cognizant’s discretionary annual incentive program, based on performance and subject to the terms of Cognizant’s applicable plans.

Benefits: Cognizant offers the following benefits for this position, subject to applicable eligibility requirements:

• Medical/Dental/Vision/Life Insurance
• Paid holidays plus Paid Time Off
• 401(k) plan and contributions
• Long-term/Short-term Disability
• Paid Parental Leave
• Employee Stock Purchase Plan

Disclaimer: The salary, other compensation, and benefits information is accurate as of the date of this posting. Cognizant reserves the right to modify this information at any time, subject to applicable law.