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 management and employee requests. Communicate with contact center management and workforce analysts if staffing levels deviate from acceptable range for desired service levels.
Create and maintain work schedules for assigned contact centers.
Recommend schedule revisions to contact center management and workforce analysts in line with daily operational changes to optimize performance.
Monitor and report daily schedule conflicts, occupancy concerns, and coverage gaps. Communicate real-time dynamics and issues to workforce leader and contact center management.
Process workflow requests for user changes within the Call Management System (CMS), including adding new users, updating permissions, and resetting passwords.

Qualifications:

At least 2 years finisher of any college course
w/ at least 2 years of WFM experience
w/ experience in handling Insurance Brokerage or other types of insurance campaign is a plus
Experience with contact center reporting and metrics preferred
Intermediate to advanced skills in MS Excel, Macros, Power BI, Power Automate, and Power Query or other Automation
Required experienced using WFM Tool – Aspect EWFM/Alvaria, Genesys Cloud
amenable to work onsite and night shift in Taguig

Why Join Us

At Cognizant, we don't just offer jobs—we build careers that thrive in the digital era.

Growth That Matters – Clear career paths, continuous learning, and opportunities to move into leadership or specialized roles. You're not just filling a seat—you're building a future.
Support That Empowers – A collaborative culture where your voice is heard, your ideas matter, and your well-being is prioritized through strong benefits and work-life balance.
Impact That Inspires – Work on global accounts that shape industries, influence millions of users, and give you a sense of purpose beyond the paycheck.

Your future starts here—grow, thrive, and make an impact with Cognizant.

WFM for Pioneer Insurance Brokerage Account