**Position: Workforce Management Team Lead (IC)** **About the Role** We are seeking an experienced Workforce Management (WFM) Team Lead (Individual Contributor) to drive operational efficiency and workforce optimization. This role focuses on forecasting, scheduling, real-time monitoring, and reporting to ensure business goals are met. The ideal candidate has a strong analytical mindset, expertise in WFM tools, and the ability to collaborate cross-functionally with stakeholders. **Key Responsibilities** **1. Workforce Planning & Forecasting:** · Develop and maintain workforce forecasts based on historical data, trends, and business needs. · Analyze call volume patterns, productivity metrics, and staffing requirements to optimize resource allocation. · Collaborate with operations teams to align staffing strategies with business objectives. **2. Scheduling & Capacity Planning:** · Create and manage agent schedules, ensuring adherence to service level agreements (SLAs). · Monitor adherence and recommend adjustments to minimize under/overstaffing. · Optimize shift planning to balance efficiency and employee engagement. **3. Real-Time Monitoring & Intraday Management:** · Track real-time adherence (RTA) and performance metrics to identify inefficiencies. · Take proactive steps to mitigate operational risks and address unexpected volume spikes. · Provide real-time recommendations to improve workforce utilization. **4. Reporting & Analytics:** · Generate and analyze reports on key WFM metrics (occupancy, shrinkage, adherence, and efficiency). · Present insights and actionable recommendations to leadership. · Drive continuous improvement initiatives based on data analysis. **5. Stakeholder Collaboration & Process Improvement:** · Partner with Operations, HR, and Finance teams to optimize workforce strategies. · Identify process gaps and recommend automation or efficiency improvements. · Support change management initiatives related to workforce planning. **Qualifications & Skills** · 4+ years of experience in Workforce Management in a BPO, contact center, or service-oriented environment. · Expertise in WFM tools (e.g., Verint, NICE, Aspect, Genesys, or similar). · Strong analytical and problem-solving skills with proficiency in Excel. · Experience in forecasting, scheduling, real-time management, and reporting. · Excellent communication and stakeholder management skills. · Ability to work independently and drive initiatives without direct supervision. **Preferred:** · Experience with automation, AI-driven workforce tools, or data visualization tools (Power BI, Tableau). · Knowledge of SQL for data analysis. · Familiarity with global workforce planning best practices. \#LI-VS5 Cognizant is an equal opportunity employer that embraces diversity, champions equity and values inclusion. We are dedicated to nurturing a community where everyone feels heard, accepted and welcome. 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 protected characteristic as outlined by federal, state or local laws.