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.