Senior Manager for Workforce Management Team

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.
• 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.