SME de Operações em Tempo Real (Floor Control)
About the Role
We are looking for a highly analytical and results-driven Bilingual SME (Floor Control) with a strong sense of urgency to support real-time operational monitoring, capacity planning, and strategic decision-making. This professional will be responsible for tracking key performance indicators, optimizing resources, supporting operational management, and driving operational efficiency through data analysis and process automation.
Key Responsibilities
- Utilize and develop AI/ML-based models to forecast staffing demand, optimize workforce scheduling, and manage operational capacity.
- Create and manage logistics and workforce allocation plans for different operational cells, considering varying business volumes and shift schedules.
- Monitor and report real-time operational metrics, including productivity, breaks, efficiency, handling time, and portfolio status.
- Develop and maintain dynamic dashboards and reports to track individual, team, and overall operational performance.
- Identify and implement automation opportunities within Workforce Management processes to improve efficiency, speed, and accuracy.
- Partner closely with Team Leaders and Managers to ensure workforce planning aligns with business goals and operational requirements.
- Perform Live Queue Control, proactively managing queue performance to ensure service levels and productivity targets are met.
- Support operational analysis and continuous improvement initiatives through data-driven insights and recommendations.
Work Model
This is a 100% onsite position based in São Paulo, requiring attendance five days per week at a Cognizant or client office.
At Cognizant, we strive to provide flexibility wherever possible and are committed to supporting a healthy work-life balance through our wellbeing programs and employee initiatives. However, due to the business and operational requirements of this role, full onsite attendance is required to ensure effective real-time operational support, workforce management, and stakeholder collaboration.
Work Schedule: 5x2 rotation, including weekends, according to business needs.
Available Shifts:
- 05:00 AM to 02:00 PM
- 01:00 PM to 10:00 PM
- 09:30 PM to 05:30 AM
The working arrangements described above are accurate as of the posting date and may be adjusted based on project assignments, client requirements, or business needs. Any changes will be communicated transparently, ensuring clarity regarding role expectations and workplace arrangements.
What You Need to Have to Be Considered
- Advanced English communication skills, both written and verbal.
- Previous experience as an SME, Floor Control Specialist, Workforce Management Analyst, Real-Time Analyst, or in a similar role.
- Intermediate proficiency in Microsoft Excel and Google Sheets.
- Experience creating, maintaining, and analyzing operational reports and performance metrics.
- Strong analytical, organizational, and problem-solving skills.
- Ability to work in a fast-paced environment and make data-driven decisions.
- Availability to work one of the listed shifts.
- Strong communication skills and the ability to effectively collaborate with multiple stakeholders.
Acerca de Cognizant
Cognizant (Nasdaq: CTSH) es un creador de soluciones de IA y proveedor de servicios tecnológicos que conecta la inversión en IA con el valor empresarial mediante el desarrollo de soluciones de IA full‑stack para sus clientes. Su profundo conocimiento de la industria, junto con su experiencia en procesos e ingeniería, permite incorporar el contexto único de cada organización en sistemas tecnológicos que amplifican el potencial humano, generan resultados tangibles y mantienen a las empresas a la vanguardia en un entorno en constante cambio. Más información en cognizant.ai o @cognizant.
Información adicional sobre el empleo
La información sobre la compensación es exacta en la fecha de publicación de este anuncio. Cognizant se reserva el derecho de modificar esta información en cualquier momento, de conformidad con la legislación aplicable.
Es posible que se solicite a los solicitantes que asistan a entrevistas de forma presencial o mediante videoconferencia. Asimismo, durante cada entrevista, los candidatos podrán estar obligados a presentar un documento de identidad válido emitido por el estado o por el gobierno.
Cognizant es un empleador que ofrece igualdad de oportunidades. Su solicitud y candidatura no se evaluarán en función de la raza, el color, el sexo, la religión, el credo, la orientación sexual, la identidad de género, el origen nacional, la discapacidad, la información genética, el embarazo, la condición de veterano ni cualquier otra característica protegida por las leyes federales, estatales o locales.
