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SME de Monitoramento Operacional | Bilíngue

00069656991


SME de Monitoramento Operacional | Bilíngue

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.

About Cognizant: 
Cognizant (Nasdaq: CTSH) is an AI Builder and technology services provider, bridging the gap 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, drive tangible outcomes and keep global enterprises ahead in a fast-changing world. See how at cognizant.ai or @cognizant.

Additional employment information
Compensation information is accurate as of the date of this posting. Cognizant reserves the right to modify this information at any time, subject to applicable law.

Applicants may be required to attend interviews in person or by video conference. In addition, candidates may be required to present their current state or government issued ID during each interview.

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, state or local laws.

Benefits that help you thrive and grow

Our benefits program is built with you in mind—so you can enjoy a fulfilling, balanced and healthy life.

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Financial wellbeing

We regularly review market data to ensure compensation reflects the value you bring. Your benefits extend beyond pay and may include retirement plans, financial education, etc.

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Physical and mental health

We empower you to prioritize your wellbeing through paid time off, flexible working where possible, healthcare plans, counselling, our Mental Health Allyship program and more. 

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Your career, your way

With 350,000+ roles at Cognizant, you’ll have opportunities explore new technologies, industries and locations—and build the skills you need to grow your career.

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Real-world impact

Think about the biggest brands you rely on. Chances are, they rely on us to help strengthen their business. Here, you’ll turn bold ideas into solutions that improve lives everywhere.

Your path to Cognizant

Here’s what you can expect from our hiring process. Please keep in mind that it may vary by role and location. Explore our FAQs to learn more.

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Step 1: Apply to the right opportunity

Find an open role that matches your skills and career goals and show us why you’re the person for the job. Don’t see the right opportunity? Consider joining our Talent Community.

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Step 2: Connect with your recruiter

If one of our recruiters sees a fit, they’ll set up a short intro call to learn more about you and how your experiences and skills match the role.

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Step 3: Show off your skills

If you and our team would like to continue the process, you’ll interview with our hiring team. Some roles may also require technical assessments and/or client interviews.

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Step 4: Decision time

Our team will then review each candidates’ potential to succeed in the role. This step may take some time because we want to find the right fit for both you and us—but you can count on us to keep you updated.

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What I value most about working at Cognizant is the opportunity to innovate while delivering real business impact. My role allows me to combine strategy, technology, and collaboration across global teams, which makes every project meaningful. The support for continuous learning and innovation has been instrumental in my growth.
Beata Ogorzala Senior Event Manager
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Cognizant has one of the best learning ecosystems you can ask for. From sponsored certifications to training platforms to mentorship, we have all that we need to grow.
Debashish Mishra SAP MM Developer
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Cognizant offers me more than a job; it offers a community. We support each other, collaborate across borders and celebrate wins together. If you’re looking for a culture that values flexibility, diversity and growth, this is the place to be.
Laura Reynaud Lead Counsel
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When I first joined, I was quiet and hesitant to share my thoughts. The leadership programs and the mentoring I’ve received have helped me find my voice and grow as a leader.
Sujatha Gopalakrishnan Portfolio Delivery Lead
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I’ve had the chance to work on impactful projects and shadow colleagues, all while getting involved in internal initiatives. The world is your oyster at Cognizant—you just need to take advantage of it!
Lucas Hoffman Consultant

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