Manager for Workforce Management Team

Cognizant; Philippines; Hybrid; PHP 1,800,000 - 3,600,000; Full time

Benefits offered by this job

Career growth and learning

Strong benefits and work-life balance

Global account exposure

Job summary

Cognizant in the Philippines is seeking a senior Workforce Management leader to drive end-to-end WFM delivery across global teams. You will work onsite or hybrid in Taguig, coordinating with management to meet business objectives and customer needs.

With 12+ years in WFM and leadership experience, you will manage escalations, optimize processes, and deliver governance that ensures cost efficiency and service excellence across locations. Night shifts are required.

Qualifications

• 12+ years of relevant working experience in Workforce Management and leadership experience in a large global setup.
• Proficiency in current WFM trends and tools; able to present insights and data.
• Amenable to work onsite or hybrid in Taguig; night shift schedule.

Responsibilities

• Collaborate with management and global teams to ensure objectives are met through standard WFM practices.
• Manage all project-related queries and engage Cognizant leaders during escalations.
• Develop deep understanding of client infrastructure and WFM processes; deliver across locations.
• Exceed contractual requirements and client/stakeholder expectations; ensure governance in WFM deliverables.
• Identify opportunities for cost reduction, efficiency improvement, and service enhancement; drive continuous process improvement.

Skills

Leadership

WFM Expertise

Data Analysis

Stakeholder Management

Communication

Tools

WFM tools

Job description

• 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.