**Basic Qualifications:** + College graduate or at least 2nd year college undergraduate with no back subjects + Amenable to report onsite in Giga Tower Bridgetowne QC and shift to hybrid later on + Amenable to work on a night shift schedule + Required experienced using WFM Tool – PowerBI, SQL + Experience with contact center reporting and metrics preferred + Proficiency in Microsoft Office Applications including MS PowerPoint, Excel, Word and other relevant software required + Logical thinking to manage real time WFM / Capacity demand + Excellent problem solving and decision-making skills + Ability to operate effectively in a team environment + Excellent oral and written communication skills and interpersonal skills + Change Management: Ability to quickly adjust priorities in an ever-changing environment **Job Description:** + Analysis of current performance, deep dive analytics + Real time reforecasting to determine staff requirement adjustment + Creating reports intended for client meetings and calibration calls + Involves in planning, forecasting and scheduling + Monitoring SLAs and KPIs + Works with Ops Team on possible areas for improvement + Manages front line RTAs Cognizant is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law.