Strategic WFM Scheduler & Analytics

Cognizant Technology Solutions Philippines Inc.; Taguig; On-site; PHP 446,000 - 781,000; Full time

Job summary

Cognizant Technology Solutions Philippines Inc. invites you to join our Workforce Management team as a WFM Scheduler, where you will create and optimize workforce schedules to meet forecasted demand and service levels.

You will balance business needs with employee well-being while driving staffing efficiency through data-driven scheduling. Collaborate with Forecasting, Real-Time, Operations, and HR to address staffing challenges, ensure coverage, and maintain accurate scheduling data across

Qualifications

• Bachelor's degree in Business, Operations Management, or a related field, or equivalent practical experience.
• Strong experience in Workforce Management with a focus on scheduling, staffing coordination, workforce optimization, or real-time workforce planning.
• Strong understanding of workforce management principles, including scheduling, staffing requirements, service levels, shrinkage, adherence, occupancy, and resource planning.
• Hands-on experience with workforce management platforms such as NICE IEX, Verint, Genesys, Aspect eWFM, Calabrio, or similar scheduling tools.
• Strong analytical and problem-solving skills with the ability to interpret forecasts and develop effective staffing and scheduling solutions.
• Experience managing shift schedules, employee availability, time-off planning, and schedule exception handling.
• Strong proficiency in Microsoft Excel and Google Sheets for workforce planning and scheduling analysis.
• Excellent communication and stakeholder management skills with the ability to collaborate across Operations, WFM, HR, and leadership teams.
• Strong attention to detail with a focus on schedule accuracy, compliance, and workforce optimization.
• Ability to manage multiple priorities in a fast-paced, dynamic contact center or operations environment.

Responsibilities

• Create, maintain, and publish workforce schedules, including shifts, breaks, lunches, and staffing plans aligned with forecasted demand and service level objectives.
• Analyze staffing requirements and workforce forecasts to develop efficient scheduling solutions that support operational goals.
• Manage schedule changes, time-off requests, shift swaps, and schedule exceptions while ensuring adequate staffing coverage.
• Monitor schedule effectiveness, staffing utilization, and forecast-to-schedule variances, recommending adjustments as needed.
• Generate and distribute scheduling reports, staffing plans, schedule coverage reports, and workforce insights to stakeholders.
• Maintain accurate employee scheduling data, shift patterns, business rules, and system configurations within workforce management platforms.
• Collaborate closely with Forecasting, Real-Time, Operations, HR, and leadership teams to address staffing challenges and workforce requirements.
• Ensure compliance with labor regulations, company policies, workforce management standards, and scheduling governance requirements.
• Support intraday staffing adjustments and workforce optimization initiatives to address changing business demands.
• Drive continuous improvement by identifying opportunities to streamline scheduling processes, enhance system utilization, and improve workforce efficiency.
• Document scheduling procedures, standards, and best practices while supporting knowledge-sharing and team development initiatives.

Job description

Cognizant Technology Solutions Philippines Inc. invites you to join our Workforce Management team as a WFM Scheduler, where you will create and optimize workforce schedules to meet forecasted demand and service levels.

You will balance business needs with employee well-being while driving staffing efficiency through data-driven scheduling. Collaborate with Forecasting, Real-Time, Operations, and HR to address staffing challenges, ensure coverage, and maintain accurate scheduling data across