WFM for Pioneer Insurance Brokerage Account

Cognizant is a global organization serving clients across multiple industries with a deep set of offerings provided by our practice areas and supported by corporate and enabling functions. Employing roughly 270,000 talented associates worldwide, Cognizant is dedicated to anticipating and solving clients’ toughest problems and enabling them to thrive in the digital era. Join us and Be Cognizant!

Role Overview

• Can manage multiple lines of business in different locations and multiskilled agents
• Doing analysis of current performance, deep dive analytics, root cause analysis and business solutions
• Doing real time reforecasting to determine staff requirement adjustments, reallocate resources to match demand fluctuations
• Modify short-term and intra-day schedules to maintain effective and efficient coverage at desired service levels. Ensure workforce schedules accurately reflect expected activities as provided by contact center manage...