About the roleAs WFM Manager you will oversee workforce planning and real-time operations to ensure optimal staffing, service level adherence, and cost-effective resource allocation across field and support teams.In this role, you will:1. Define and execute the departmental plans in alignment with Workforce Management strategy and client requirements2. Oversee the end to end WFM process cycle, including forecasting, scheduling, intraday management, and reporting, ensuring efficiency and accuracy3. Monitor key WFM metrics and analyze trends to identify risks, opportunities, and areas for improvement4. Act as the primary point of contact for senior leadership and stakeholders, providing insights and recommendations on WFM related decisions5. Manage escalations, resolve complex challenges, and provide guidance on critical decision-making6. Drive standardization and alignment of WFM processes, tools, and practices across regions and programs, establishing frameworks and ensuring consistency in execution7. Lead the implementation of new tools, technologies, policies, procedures and methodologies to enhance WFM operations and organizational capabilities, setting clear priorities and ensuring that innovation aligns with strategic goals8. Collaborate with cross-functional teams, including Operations, IT, Finance, and HR to ensure seamless integration of WFM processes9. Participate in strategic planning, budgeting, and resource allocation processes to ensure WFM scalability and efficiency10. Lead and mentor WFM managers and their teams, ensuring a high performance culture and continuous professional growth"Work model: RemoteWe strive to provide flexibility wherever possible. Based on this role’s business requirements, this is a remote position open to qualified applicants in the United States. Regardless of your working arrangement, we are here to support a healthy work-life balance though our various wellbeing programs.The working arrangements for this role are accurate as of the date of posting. This may change based on the project you’re engaged in, as well as business and client requirements. Rest assured; we will always be clear about role expectations.What you need to have to be considered1. Comprehensive knowledge of Workforce Management principles, methodologies, and best practices2. Expertise in WFM tools (e.g., Verint, IEX), data analysis platforms, and reporting3. Strong analytical skills with the ability to translate data into actionable strategies4. Exceptional communication, presentation and stakeholder management skills, with the ability to influence and negotiate at senior levels5. Proven ability to manage complex, multi-client environments and drive results under tight deadlines6. Ability to identify and solve complex, operational and organizational problems leveraging the appropriate resources within or outside the department7. 7+ years of experience in workforce management, with at least 3 years in a senior leadership role8. Proven track record in driving large-scale WFM initiatives and process improvementsThese will help you stand out1. Bachelor’s degree in business, management, or a related field (or equivalent experience); advanced degrees preferred2. C1+ oral and written EnglishWe're excited to meet people who share our mission and can make an impact in a variety of ways. Don't hesitate to apply, even if you only meet the minimum requirements listed. Think about your transferable experiences and unique skills that make you stand out as someone who can bring new and exciting things to this role.#LI-NC1Salary and Other Compensation:Applications will be accepted until 10/03/25.The annual salary for this position is between $76,000 - $134,000 depending on experience and other qualifications of the successful candidate.This position is also eligible for Cognizant’s discretionary annual incentive program, based on performance and subject to the terms of Cognizant’s applicable plans.Benefits: Cognizant offers the following benefits for this position, subject to applicable eligibility requirements:· Medical/Dental/Vision/Life Insurance· Paid holidays plus Paid Time Off· 401(k) plan and contributions· Long-term/Short-term Disability· Paid Parental Leave· Employee Stock Purchase PlanDisclaimer: The salary, other compensation, and benefits information is accurate as of the date of this posting. Cognizant reserves the right to modify this information at any time, subject to applicable law.
Job Title
WFM Manager