Wfm Specialist

Cognizant

3 - 8 years

4 - 9 Lacs

Gurugram

Posted:2 days ago| Platform:

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Skills Required

Wfm Planning WFM

Work Mode

Work from Office

Job Type

Full Time

Job Description

Roles and Responsibilities People Manager RTA

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.
Ensure timely delivery of reports/ trackers (Stacks, Special Pay and Holiday wages etc.) with zero errors and ensuring no timeline misses ( This will be transitioned to BA team later)

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