Hiring SDM For Work force management
- Cognizant
- 9 - 13 years
- Chennai
- 1 day ago
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Job Description
This role will lead endtoend WFM delivery across forecasting, capacity planning, scheduling, realtime management, and reporting for a large, multitower contact center program. Youll work directly with senior stakeholders across onshore and offshore teams to translate business goals into staffing strategies, resolve escalations, and drive continuous improvement. The role combines daytoday operational excellence with programlevel governance ensuring we meet contractual deliverables, optimize costtoserve, and consistently exceed client expectations.
- 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 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.
- 12+ years of relevant working experience in Workforce Management and 3-4 years leadership experience in a large set up.
- Possess quantitative, qualitative, and expert analytical skills to present concise, actionable insights, trends, and data.
- Proficiency in current WFM trends and tools.
- Graduation or Masters Degree
Effective operational proficiency in written and verbal Business English. Paired with expert communication skills, essential for delivering updates and recommendations to a wide range of individuals at different levels within the organization (Agents, Planners, Clients and Management Leads etc.)
Job Classification
Industry: IT Services & ConsultingFunctional Area / Department: Customer Success, Service & OperationsRole Category: OperationsRole: Operations ManagerEmployement Type: Full timeContact Details:
Company: CognizantLocation(s): Chennai
Keyskills: wfm Workforce Management Capacity Planning Real Time Analysis Rostering Service Delivery Management Reporting sdm Forecasting rta
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