Strategic WFM Scheduler: Optimize Staffing & Service

Cognizant; Taguig; On-site; PHP 600,000 - 900,000; Full time

Job summary

Cognizant in the Philippines is seeking a WFM Scheduler to build and optimize workforce schedules that meet forecasted demand and service levels. You will balance business needs with employee preferences while driving staffing efficiency through data-driven scheduling.

Collaborating with Forecasting, Real-Time and Operations teams, you will monitor coverage, manage schedule changes, and generate insights and reports.

Qualifications

• Bachelor's degree in Business, Operations Management, or related field, or equivalent practical experience.
• Strong experience in Workforce Management with scheduling, staffing coordination, or real-time planning.
• Solid understanding of service levels, occupancy, adherence, and capacity planning.
• Experience with WFM platforms: NICE IEX, Verint, Genesys, Aspect eWFM, Calabrio, or similar.

Responsibilities

• Create, maintain, and publish workforce schedules aligned with forecasted demand and SLAs.
• Analyze staffing forecasts to develop efficient scheduling solutions.
• Manage schedule changes, time-off requests, shifts swaps, and coverage.
• Monitor schedule effectiveness and variances; adjust as needed.
• Generate scheduling reports and workforce insights for stakeholders.
• Maintain scheduling data, patterns, rules, and system configurations.
• Collaborate with Forecasting, Real-Time, Operations, HR, and leadership to address staffing needs.
• Ensure compliance with labor regulations and scheduling governance.

Skills

Scheduling

Workforce management

Excel

Communication

Stakeholder management

Analytical thinking

Problem solving

Education

Bachelor's degree in Business

Equivalent practical experience

Tools

NICE IEX

Verint

Genesys

Aspect eWFM

Calabrio

Job description

Cognizant in the Philippines is seeking a WFM Scheduler to build and optimize workforce schedules that meet forecasted demand and service levels. You will balance business needs with employee preferences while driving staffing efficiency through data-driven scheduling.

Collaborating with Forecasting, Real-Time and Operations teams, you will monitor coverage, manage schedule changes, and generate insights and reports.