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.
Over Cognizant
Cognizant (NASDAQ: CTSH) is een bouwer van AI-oplossingen en een leverancier van technologiediensten. Wij slaan de brug tussen AI-investeringen en ondernemingswaarde door het bouwen van full-stack AI-oplossingen voor onze klanten. Onze diepgaande kennis van sectoren, processen en engineering stelt ons in staat om de unieke context van een organisatie te verankeren in technologische systemen. Deze systemen versterken het menselijk potentieel, realiseren tastbare resultaten en geven wereldwijde ondernemingen een voorsprong in een snel veranderende wereld. Ontdek hoe op cognizant.ai of @cognizant.
Aanvullende arbeidsinformatie
De informatie over de beloning is correct op de datum van deze vacature. Cognizant behoudt zich het recht voor om deze informatie op elk moment te wijzigen, met inachtneming van de toepasselijke wetgeving.
Van sollicitanten kan worden verwacht dat zij gesprekken bijwonen, persoonlijk of via een videogesprek. Daarnaast kan van kandidaten worden gevraagd om tijdens elk gesprek een geldig, door de overheid uitgegeven identiteitsbewijs (zoals een identiteitskaart of paspoort) te tonen.
Cognizant is een werkgever die gelijke kansen biedt. Je sollicitatie en kandidatuur worden niet beoordeeld op basis van ras, huidskleur, geslacht, religie, levensovertuiging, seksuele geaardheid, genderidentiteit, nationale afkomst, handicap, genetische informatie, zwangerschap, veteranenstatus of enige andere eigenschap die wordt beschermd door federale, regionale of lokale wetgeving.
