Workforce Management Service Delivery Manager (WFM SDM)
Role Objective
The WFM SDM is the architect of operational efficiency. You will oversee the end-to-end WFM lifecycle—Forecasting, Scheduling, and Real-Time Management—ensuring that staffing levels align perfectly with fluctuating Ads ticket volumes and chat demands to meet service level agreements (SLAs).
Key Responsibilities
● Strategic Planning: Own the long-range headcount planning and budget forecasting for multi-site or omni-channel environments.
● Performance Governance: Drive the delivery of key metrics including Service Level (SL), Abandonment Rate, Occupancy, and Shrinkage.
● Stakeholder Management: Act as the primary bridge between Operations, Finance, and the Client to justify staffing requirements and ROI.
● Tool Optimization: Oversee the implementation and maintenance of WFM software (e.g., Aspect, Verint, or NICE) and ensure data integrity.
Qualifications
● Experience: 12+ years in WFM, with at least 3 years in a leadership/SDM capacity.
● Technical Skills: Mastery of Erlang-C calculations and advanced statistical forecasting.
● Soft Skills: Exceptional negotiation skills and the ability to "tell the story”Behind the data.
What we offer
- The chance to work with impact. Here, you’re empowered to bring your biggest thinking to help our company and clients improve everyday life.
- Ownership over your career. Stay at the top of your game through our award-winning learning and development ecosystem. And when your ambitions change or we offer new opportunities, we help you pivot by providing reskilling, on-the-job learning and guidance to find new roles that might be a better fit.
- The opportunity to thrive on a high caliber team with heart. We celebrate each other’s experiences and perspectives and promote a sense of belonging through our affinity groups and diversity and inclusion initiatives.
- A comprehensive total rewards package, including a competitive salary and a pension plan with matching contributions.
- Flexible health and financial benefits to support you and your eligible dependents—from day one.
- True work-life balance. Be at your best through paid time off, flexible work arrangements, volunteering opportunities, social events, and so much more.
About us
Cognizant (Nasdaq: CTSH) is an AI Builder and technology services provider, building the bridge between AI investment and enterprise value by building full-stack AI solutions for our clients. Our deep industry, process and engineering expertise enables us to build an organization’s unique context into technology systems that amplify human potential, realize tangible returns and keep global enterprises ahead in a fast-changing world. See how at www.cognizant.com or @cognizant.
Other employment-related information
Cognizant is an equal opportunity employer. Your application and candidacy will not be considered based on race, color, sex, religion, creed, sexual orientation, gender identity, national origin, disability, genetic information, pregnancy, veteran status or any other characteristic protected by federal, provincial or local laws.
If you have a disability that requires reasonable accommodation to search for a job opening or submit an application, please email [email protected] with your request and contact information.
Language requirements vary depending on roles, but we ask that all candidates have basic English proficiency for company-wide communications purposes. For roles based in Quebec, professional English proficiency is required, as you’ll deliver services to and collaborate with stakeholders outside the province who may not speak French.