Workforce Management - Deputy General Manager

 WHAT WE ARE LOOKING FOR:

Candidate must possess at least a Bachelor's/College Degree.At least 5 year(s) of experience as Workforce Manager is required for this position.Excellent communication skills and stakeholder management at multiple levelsEffectively manage client relationships to the highest standards of integrity and professionalismProficiency in MS Office tools (MS Excel, Powerpoint, Word, Access, etc.)Expertise in using WFM Tools such as Avaya CMS, Cisco, IEX/Aspect/Verint/Teleopti, etc.Experience is Calabrio and Tableau is highly preferred. Strong analytical and mathematical skills to process trends, and interpret dataApplicants must be willing to work in Mid shift, Graveyard shift. Holidays and Weekends if needed.Applicants must be willing to work in Taguig or AlabangAccuracy in making projections

ROLE AND RESPONSIBILITIES:

Has a complete understanding of the WFM function and deliverablesManage the team of WFM Specialists in the location for the accounts supported.On boarding of new accounts in the Location. This includes communications with other functional teams for the new account on boarding and identifying deviation from standard SOD.To produce a plan of the account incorporating Calendar of service; contract events; contact profiles etcInclude an Engagement Model to give visibility of communication strategyFacilitate knowledge transferPromote Change/ Transformation: Manage change and transformation to contract/deliverablesClient Interaction: Define client structure/interaction/communication strategyEffectively manage client relationships to the highest standards of integrity and professionalismPropose Service Agreement model and mechanisms to enable successful deliveryEscalation: Act as the point of, and own any, escalation from the WFM team to Ops and vice versa.Definition & ownership of Service Management tactics: Ensure regular review and sign off of tacticsContinuous Improvement Plan: Leverage value adding opportunities from contract knowledge/ best practice. Act upon and improve satisfy. Support and challenge the WFM teamOne on ones and monthly / quarterly reviewsQuality control / error tracking of Intraday managementInternal and external Audit Management with processes and controlForecasting: Accounting and maintenance of volumetric database for forecasting. Translating historical data and trends into near-term, mid-term, and long term workload.Scheduling: Creating, and publishing staffing according to business demands in order to support Operations in meeting contractual SLAs, and other contractual obligationsCapacity Planning: Maintaining live file of 52-week plan of workload, resources, and hiring requirements for internal and external consumptionCollaboration with OPS: Monitor weekly net staffing and keep OPS and RTA team informed of appropriate actions. Consult with OPS managers, team leaders, trainers, RTAs, and other key players to meet SLA metrics. Address staffing and shrinkage concerns.

About CognizantCognizant is one of the world's leading professional services companies, transforming clients' business, operating and technology models for the digital era. Our unique industry-based, consultative approach helps clients envision, build and run more innovative and efficient businesses. Our associates—connected by our global delivery network—are committed to using their strategic insight, technology expertise and deep industry and business process experience to help clients harness the forces shaping the future of work.As one of the fastest growing companies in the Philippines, our clients continually benefit from our award-winning client-first culture. We deliver a distinctly superior experience to our clients by nurturing strong relationships, continuing our investments in industry-leading processes and building strong local teams and capabilities.We deliver on our commitments by embodying our six Cultural Values namely Customer Focus, Passion, Collaboration, Integrity, Transparency, and Empowerment.We are gratified that our passion for building stronger businesses is consistently recognized by independent sources and customers. Recent accolades include:Ranked #185 on the Fortune 500 (July 2021)Ranked #524 in Forbes Global 2000 (May 2019)Named in the list of Financial Times Leading Management Consultant (Jan 2019)Ranked #461 in Forbes America's Best Employers (April 2019)Named among World’s Most Admired Companies by Fortune (Jan 2019)Ranked #483 in Forbes the Best Employers for Diversity (Jan 2019)Ranked #87 in Forbes Top 100 Digital Companies (Sept 2018)ICT Awards Best Company of the Year (2018)ICT Awards Best Company for Health Innformation Management Services (2018)ICT Awards Best C-Suite Team of the Year (2018)Recruitment Sites:11th Floor Hanston Square Bldg.No.17 San Miguel AvenueOrtigas Center, Pasig City 2nd Floor Science Hub Tower 4No. 110 Campus Avenue, McKinley HillFort Bonifacio, Taguig City 11th Floor Vector 3 Bldg.Northgate CyberzonEAlabang, Muntinlupa City 11th Floor Skyrise 4 Bldg.Block 2 Lot 4 Cebu IT ParkLahug, Cebu City Ground Floor Giga TowerBridgetowne, Libis Quezon CityTelephone number:(02) 7-976-2270World Headquarters500 Frank W. Burr Blvd.Teaneck, NJ 07666USA Phone: +1 201 801 0233Fax: +1 201 801 0243Toll Free: +1 888 937 3277European Headquarters1 Kingdom StreetPaddington CentralLondon W2 6BDPhone: +44 (0) 20 7297 7600Fax: +44 (0) 20 7121 0102