Deskripsi Pekerjaan
Cognizant is a global powerhouse, serving diverse industries with innovative solutions delivered through our specialized practice areas. We are seeking a dedicated Workforce Management Specialist to join our Pioneer Retail Account team in Cebu. In this role, you will optimize workforce efficiency by analyzing operational metrics, developing strategic schedules, and ensuring service level excellence for our retail partner. This position offers the opportunity to drive process improvements while working in a dynamic, technology-driven environment that values innovation and professional growth.
Your impact will be felt across the retail operation as you balance staffing needs with customer experience demands. Cognizant provides comprehensive training and career development pathways, making this ideal for professionals looking to advance their expertise in workforce optimization within the retail sector.
Tanggung Jawab
- Develop and implement workforce management strategies to optimize staffing levels and service delivery
- Generate accurate staffing forecasts based on historical data, business trends, and seasonal fluctuations
- Create and maintain employee schedules ensuring adherence to service level agreements (SLAs)
- Monitor and analyze key performance indicators (KPIs) including occupancy, adherence, and handle times
- Collaborate with operations teams to identify process improvements and implement solutions
- Ensure compliance with labor regulations and company policies regarding scheduling and breaks
- Utilize WFM software (e.g., IEX, Verint) for scheduling, reporting, and real-time adjustments
Kualifikasi
- Bachelor's degree in Business Administration, Operations Management, or related field
- Minimum 2 years of experience in workforce management, preferably in retail or call center environments
- Strong analytical skills with proficiency in data interpretation and reporting
- Expertise in WFM tools and scheduling software
- Excellent communication skills with ability to collaborate across departments
- Knowledge of labor laws and regulations in the Philippines
- Ability to work in a fast-paced environment with shifting priorities