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Workforce Management Analyst

Workforce Management Analyst

Cognizant

3 - 7 years

0 Lacs

haryana

Posted:2 days ago| Platform: Shine logo

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Skills Required

stakeholder management team management process improvement realtime adherence rta service level delivery statement of work sow root cause analysis rca service level agreements sla key result areas kras workforce management wfm

Work Mode

On-site

Job Type

Full Time

Job Description

As a People Manager with a focus on Real-Time Adherence (RTA), your primary responsibility is to manage and own the service level delivery in accordance with the Statement of Work (SOW) of the process. It is crucial to maintain RTA staffing levels based on the business requirements to ensure optimal performance. - Create and share reports with zero errors, meeting the specific needs of the business. - Conduct Root Cause Analysis (RCA) for any deviations in Service Level Agreements (SLA) both on an intraday and end-of-day basis and share with Operations (Ops) or Workforce Management (WFM) leadership promptly for review. - Ensure that all activities and Key Result Areas (KRAs) are executed by the team with 100% accuracy and without delays. - Address ad hoc requests based on business needs and consistently challenge the status quo by thinking innovatively to drive process improvement ideas and projects. You will be required to deliver and complete a minimum of one project idea, whether a new concept or an enhancement to existing Business-As-Usual (BAU) activities, every quarter. Any anomalies in projects or processes should be highlighted to Ops/WFM leadership. Effective stakeholder management to avoid escalations and ensuring zero escalations, along with efficient team management to ensure cross-skilling across the team to prevent single points of failure, are key responsibilities. Upholding integrity and discipline, and compliance with CTS policies for yourself and the team, is paramount for success in this role.,

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Workforce Management Analyst