Senior Manager for Workforce Management Team

Cognizant; Philippines; Hybrid; PHP 2,500,000 - 4,500,000; Full time

Benefits offered by this job

Growth opportunities

Continuous learning

Work-life balance

Job summary

Cognizant in Taguig is seeking an experienced Workforce Management leader to drive WFM initiatives across global teams and ensure delivery of business objectives. You will work with management, clients, and stakeholders to meet contractual expectations and financial goals.

The role requires 15+ years in WFM with 5-8 years in leadership within a large global setup, deep knowledge of contact center processes, and readiness for onsite or hybrid work including night shifts.

Qualifications

• 15+ years of relevant working experience in Workforce Management.
• 5-8 years leadership experience in a large global setup.
• Proficiency in current WFM trends and tools.
• Expert knowledge of general contact centre processes and operations.
• Amenable to work onsite or hybrid in Taguig and to night shifts.

Responsibilities

• Lead and coordinate WFM initiatives across global teams to meet business objectives.
• Build partnerships with clients and stakeholders to achieve financial goals.
• Manage project queries and escalate to Cognizant leaders when needed.
• Deliver governance over contractual WFM deliverables and ensure policy adherence.
• Identify opportunities for cost reduction, efficiency improvements, and service enhancements.

Skills

Leadership

WFM knowledge

Analytical skills

Stakeholder management

Night shift

Hybrid/On-site experience

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.
• 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.