Team Leader - Scheduling at Cognizant

Role Overview

We are seeking an experienced Team Leader specializing in scheduling to join Cognizant's operations in Coimbatore. The ideal candidate will be responsible for designing shift rosters tailored to each business line, reviewing staffing needs regularly, and ensuring effective workforce management that aligns with organizational goals and HR protocols.

Key Responsibilities

• Develop shift schedules or roster templates according to call volume trends for different business lines.
• Continuously monitor and assess staffing requirements on a daily, weekly, and monthly basis to maintain operational efficiency.
• Detect patterns of inefficiencies or discrepancies in scheduling and propose actionable solutions to mitigate them.
• Manage entitlement planning to align with both human resource frameworks and business demands.
• Maintain precise scheduling accuracy to support smooth business operations.
• Contribute innovative ideas to enhance and automate workflow processes where feasible.
• Participate proactively in management meetings when called upon.
• Undertake additional responsibilities as assigned by the management team.

Required Qualifications and Experience

• Between two to five years of proven expertise in scheduling and forecasting workforce requirements.
• Proficiency with Workforce Management software such as Verint, Calabrio, IEX, or Genesys.
• Minimum two years of experience managing teams, demonstrating leadership capabilities.
• Relevant background working within Workforce Management or the BPO/Contact Center sector, with a good grasp of performance metrics and data analysis.
• Competence in MS Office suite, Looker Studio, and Google Sheets to facilitate reporting and data handling.

Additional Information

This position is located onsite at our Coimbatore facility. The role calls for strong communication skills, meticulous attention to detail, and a proactive approach to workforce scheduling challenges.

Eligibility

Applications are open to candidates who have graduated from any discipline and possess the required experience.