Job Responsibilities

Work with all levels of management and global teams to ensure business objectives and customer need are delivered through industry standard WFM practices.
High negotiation skills governed with ethics and compliance.
Ensure partnership building with clients and stakeholders to achieve financial goals as team.
Manage all project related queries and engage the Cognizant leaders during any escalations.
Develop in-depth understanding of client infrastructure and WFM processes.
Exceed contractual requirements and client/ stakeholder expectations.
Ensure continuous process improvement in adherence to WFM policies and procedures.
Responsible for planning and delivering all aspects of WFM functions across all geographical locations.
Work in compliance with company policies and procedures.
Identify and implement opportunities for cost reduction, efficiency improvement, and service enhancement.
A solid leader who takes a personal sense of responsibility for group performance, handles multiple simultaneous projects, and has a strong work ethics working under minimal supervision, completes special projects as needed.
Ensure a strong governance model on contractual WFM deliverables.
Deal with complaints and dissatisfaction in regards to the workforce processes.

Qualifications:

15+ years of relevant working experience in Workforce Management and 5-8 years leadership experience in a large global set up.
Possess quantitative, qualitative, and expert analytical skills to present concise, actionable insights, trends, and data.
Proficiency in current WFM trends and tools.
Expert knowledge within general contact centre processes or procedures and operations along with a solid understanding of WFM fundamentals
Amenable to work onsite or hybrid in Taguig
Amenable to work on a night shift schedule

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.

Senior Manager for Workforce Management Team