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.
- 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.
- Work with global WFM team to implement and monitor workforce optimization programs and best practices to ensure innovation, standardization, and compliance across all divisions.
- A people leader who takes a personal sense of responsibility for group performance, 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:
- 12+ years of relevant working experience in Workforce Management and 3-4 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.
