Bilingual SME (Floor Control) | Workforce Management & Operations
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.
À propos de Cognizant
Cognizant (NASDAQ : CTSH) est un AI Builder et une entreprise de services numériques (ESN) élaborant des solutions complètes d’IA maximisant les investissements pour des résultats concrets. Sa profonde expertise des métiers, des processus et des technologies lui permet d’intégrer dans les systèmes technologiques le contexte unique de chaque organisation de l’ingénierie à la production à l’échelle. Son objectif : améliorer l’efficacité des équipes, créer de la valeur et permettre aux grandes entreprises de rester performantes dans un monde qui évolue rapidement. Pour en savoir plus : cognizant.ai ou @cognizant.
Renseignments suppplémentaires sur l'emploi
Les informations relatives à la rémunération du poste à pourvoir dépendent de la date de publication de l’offre de poste. Cognizant se réserve le droit de modifier ces informations à tout moment, sous réserve des lois applicables.
Cognizant est un employeur soucieux de l'égalité des chances entre candidats. Votre candidature sera étudiée indépendamment de votre race, couleur, sexe, religion, croyances, orientation sexuelle, identité de genre, origine, handicap, informations génétiques, grossesse, statut d'ancien militaire ou de toute autre critère jugé discriminant par les lois européennes ou françaises.
Vous êtes porteur d'un handicap, vous pouvez-nous contacter par courriel [email protected] si vous souhaitez préciser les aménagements nécessaires pour le poste ou les entretiens à venir.
Les candidats peuvent être invités à participer à des entretiens en face à face ou par vidéoconférence. En outre, les candidats peuvent être amenés à présenter une carte d'identité valide lors de chaque entretien.
