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Workforce Analyst - Call Center

Company: Cognizant
Location: Las Vegas
Posted on: November 11, 2019

Job Description:

General Summary: To assess resource/staffing needs both long and short term, on an annually, weekly, daily and hourly basis and to allocate sufficient resources necessary to ensure that service level objectives are consistently met or exceeded in a multi skilled dialer environment. The position will serve as a lead role between the Client Staffing team and their internal customer base in support of Client staffing initiatives. The position will also be responsible for tracking all the project cost on a monthly basis and support the delivery leadership in delivering project cost targets Major Task Responsibilities and Key Accountabilities: - Provide leadership and project management for all Client analytical requirements, forecasting, staffing and scheduling initiatives. - Identify process breakdowns and intervene to improve overall call center operations. - Serve as key business liaison for the staffing team and business partners. - Use existing scheduling software, eWFM (eWorkforce Management application) to maintain historical data on call volume and handle time to analyze historical data and establish trends to create forecast to determine staffing needs. - Lead period staffing update meetings with Senior Management team. - Maintain and enhance forecasting and scheduling tools. - Maintain all historical data relevant to forecasting and planning, update future forecast accordingly, and execute all scheduling and hiring adjustments necessary to ensure adequate call coverage within established service levels. - Forecast staffing and hiring needs for multiple groups across multiple sites. - Create and execute employee schedules across multiple sites. - Capture and trend holiday impacts and make any staffing adjustments necessary. - Establish vacation and paid/unpaid time off parameters within established guidelines and policy for all frontline employees. - Primary owner for productivity tracking and reporting to ensure business metrics are in line with the Annual Operating Plan. - Track project cost on a monthly basis - Establish monthly cost reporting for Cognizant delivery leadership - Support delivery team on productivity measures Basic Qualifications: - HS Diploma or equivalent. - Workforce Management experience. - In-depth knowledge of scheduling software, eWFM (eWorkforce Management application). - In-depth knowledge and understanding of call center staffing, planning and forecasting principles. - Advanced knowledge of Microsoft Excel. - Strong financial acumen - Knowledge of Cognizant financial systems - Ability to function well in a fast-paced environment. - Strong communications skills both written and verbal. - Demonstrated ability to make informed and timely decisions relevant to resource allocation. Preferred Qualifications: Bachelors Degree or equivalent business/call center experience.

Keywords: Cognizant, Las Vegas , Workforce Analyst - Call Center, Professions , Las Vegas, Nevada

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