WFM Analytics & Reporting Specialist

Cognizant Technology Solutions Philippines Inc.; Taguig; On-site; PHP 520,000 - 760,000; Full time

Job summary

Cognizant Technology Solutions Philippines Inc. is hiring a WFM Reporting Analyst to transform workforce and operational data into actionable insights. You will develop reports, dashboards, and analytics solutions to optimize service levels, occupancy, and efficiency while collaborating with Operations, WFM, and leadership teams.

The role emphasizes data accuracy, automation, and continuous improvement, with opportunities to present findings to senior leadership and influence business decisions.

Qualifications

• Bachelor's degree in Statistics, Mathematics, Information Technology, Computer Science, Business Analytics, Economics, or a related field.
• Strong experience in Workforce Management Reporting, Analytics, MIS, BI, or Data Analysis.
• Advanced proficiency in Microsoft Excel, including Pivot Tables, Advanced Formulas, Power Query, and Macros.
• Strong knowledge of Google Sheets and reporting automation techniques.
• Experience developing dashboards and reports using Power BI, Tableau, Qlik Sense, Looker Studio, or similar BI tools.
• Strong SQL skills for data extraction, querying, and data manipulation.
• Experience with Workforce Management platforms such as NICE, Verint, Genesys, eWFM, Calabrio, or similar tools.
• Strong analytical and problem-solving skills with the ability to convert data into actionable business insights.
• Excellent verbal, written, presentation, and stakeholder management skills.

Responsibilities

• Develop, automate, and maintain WFM reports, dashboards, and scorecards covering SLA, adherence, occupancy, productivity, forecast accuracy, shrinkage, and AHT.
• Analyze workforce and operational data to identify trends, risks, opportunities, and performance gaps with actionable recommendations.
• Create and deliver daily, weekly, monthly, and ad hoc reporting packages to support business decisions.
• Ensure data accuracy, integrity, and consistency through audits, validations, and quality control.
• Build and maintain dashboards and data visualizations using BI tools.
• Support forecasting, planning, scheduling, and real-time management with historical insights.
• Troubleshoot reporting issues and coordinate with IT/data teams to resolve discrepancies.
• Drive reporting automation and process improvement initiatives to enhance efficiency.
• Partner with Operations, WFM, and leadership to understand reporting needs and deliver insights.
• Prepare and present workforce performance findings and trends to stakeholders.
• Document reporting procedures and support continuous improvement initiatives.

Skills

Analytical thinking

Stakeholder management

Data interpretation

SQL skills

Excel advanced

Education

Bachelor's degree in Statistics, Mathematics, IT, CS, Analytics, Economics

Tools

Power BI

Tableau

Qlik Sense

Looker Studio

Google Sheets

SQL

NICE Verint Calabrio eWFM (or similar)

Job description

Cognizant Technology Solutions Philippines Inc. is hiring a WFM Reporting Analyst to transform workforce and operational data into actionable insights. You will develop reports, dashboards, and analytics solutions to optimize service levels, occupancy, and efficiency while collaborating with Operations, WFM, and leadership teams.

The role emphasizes data accuracy, automation, and continuous improvement, with opportunities to present findings to senior leadership and influence business decisions.