WFM for Pioneer Insurance Brokerage Account

Job Responsibilities

• Can manage multiple lines of business in different locations and multiskilled agents

• Doing analysis of current performance, deep dive analytics, root cause analysis and business solutions

• Doing real time reforecasting to determine staff requirement adjustments, reallocate resources to match demand fluctuations

• Modify short-term and intra-day schedules to maintain effective and efficient coverage at desired service levels.

• Ensure workforce schedules accurately reflect expected activities as provided by contact center management and employee requests.

• Communicate with contact center management and workforce analysts if staffing levels deviate from acceptable range for desired service levels.

• Create and maintain work schedules for assigned contact centers.

• Recommend schedule revisions to contact center management and workforce analysts in line with daily operational changes to optimize performance.

• Monitor and report daily schedule conflicts, occupancy concerns, and coverage gaps.

• Communicate real-time dynamics and issues to workforce leader and contact center management.
  

• Process workflow requests for user changes within the Call Management System (CMS), including adding new users, updating permissions, and resetting passwords.
  

Why Join Us? 

At Cognizant, we don’t just offer jobs—we build careers that thrive in the digital era.

• Growth That Matters – Clear career paths, continuous learning, and opportunities to move into leadership or specialized roles. You’re not just filling a seat—you’re building a future.

• Support That Empowers – A collaborative culture where your voice is heard, your ideas matter, and your well-being is prioritized through strong benefits and work-life balance.

• Impact That Inspires – Work on global accounts that shape industries, influence millions of users, and give you a sense of purpose beyond the paycheck.

Who Thrives Here

• At least 2 years finisher of any college course

• With at least 2 years of WFM experience

• With experience in handling Insurance Brokerage or other types of insurance campaign is a plus

• Experience with contact center reporting and metrics preferred

• Intermediate to advanced skills in MS Excel, Macros, Power BI, Power Automate, and Power Query or other Automation

• Required experienced using WFM Tool – Aspect EWFM/Alvaria, Genesys Cloud
  amenable to work onsite and night shift in Taguig
  

Your future starts here—grow, thrive, and make an impact with Cognizant.