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James Bobiles

@jamesbobiles

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Real Time Analyst at Cognizant supporting a global search engine client with queue monitoring and executive reporting.

Philippines

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At Cognizant, I monitor real-time queues and case distribution for a Leading Global Search Engine Client, helping maintain SLA and business target attainment. I also update forecast models and prepare WBR, MBR, and QBR reporting decks.

Previously at Concentrix, I tracked agent adherence, shrinkage, and attrition across multi-channel queues and participated in capacity calls. I’m a Certified Six Sigma White Belt, with experience in technical escalations, executive scheduling, and remote collaboration tools.

Experience

Work history, roles, and key accomplishments

Current

Real Time Analyst

Current

Cognizant

Feb 2024 - Present (2 years 7 months)

Monitors real-time queues and case distribution across international shifts to ensure optimal SLA and business target attainment. Prepares and presents executive reporting decks (WBR, MBR, QBR) for leadership using Google Workspace and Slack async updates.

Real Time Queue Management SLAs Optimization Forecasting Google Workspace Slack Executive Reporting AI productivity tools

Senior Process Executive / Escalation Specialist (L3)

Cognizant

Apr 2023 - Feb 2024 (10 months)

Handled Tier-3 technical escalations and complex workflows while maintaining strict SLA target compliance. Documented operational gaps in team knowledge bases to accelerate onboarding and team response times.

Level 3 Escalations SLA Compliance Knowledge Management Process Improvement

Real Time Analyst

Concentrix

Dec 2020 - Apr 2023 (2 years 4 months)

Maintained service levels by tracking real-time agent adherence, shrinkage, and attrition across multi-channel queues. Managed leave allocations and administrative requests; participated in weekly capacity calls to balance staffing levels.

Real Time Adherence Shrinkage And Attrition Management Attrition Tracking Capacity Planning Leave Management

Customer Service & Technical Support Representative

Concentrix

Jun 2019 - Dec 2020 (1 year 6 months)

Delivered high-level technical support and customer retention strategies across diverse lines of business. Awarded Top Performer (Retention LOB) and overall Top Agent (Q3 2020) with an outstanding attendance record.

Technical Support Customer Retention Customer Service