WFM Reports Analyst

Cognizant Technology Solutions Philippines Inc.; Taguig; On-site; PHP 1,004,000 - 1,451,000; Full time

Job summary

Cognizant Technology Solutions Philippines Inc. is seeking a Team Lead, Reporting Analytics, to transform complex data into actionable business insights that drive operational success.

You will lead reporting, dashboard development, and analytics initiatives, partnering with Operations, WFM, Finance, and client stakeholders to enhance decision-making and automate processes. You will design dashboards, implement automated reporting using Excel, SQL, Power BI, Tableau, Looker Studio, and other

Qualifications

• Bachelor's degree and strong experience in reporting, analytics, MIS, WFM, or BI.
• Advanced proficiency in Excel (Pivot Tables, Power Query, Macros, VBA).
• Strong SQL skills: queries, joins, data extraction, reporting functions.
• Experience building dashboards with Power BI, Tableau, Looker Studio, or Qlik.
• Analytical and problem-solving skills to translate data into insights.
• Excellent communication and stakeholder management abilities.
• Familiarity with operational and WFM metrics (SLA, AHT, Shrinkage, Occupancy, FTE, Interval).
• Experience handling large datasets, data validation, and automation.

Responsibilities

• Design, develop, and maintain dashboards and reports across operations and performance.
• Create automated reporting solutions using Excel, SQL, and BI tools.
• Analyze large datasets to identify trends, risks, opportunities, and insights.
• Ensure data accuracy and quality through QA and validation processes.
• Develop automation to reduce manual reporting effort.
• Collaborate with Ops, WFM, Finance, and client teams to gather requirements.
• Present insights and performance updates to leadership and stakeholders.
• Support forecasting, scenario analysis, and strategic planning when required.
• Serve as reporting SME and support client-facing engagements.
• Provide backup support for intraday workforce activities.

Skills

Reporting analytics

MIS

Workforce management

Business intelligence

Excel (Pivot Tables, Power Query, Maco

SQL

Power BI

Tableau

Looker Studio

Qlik

Data analysis

Stakeholder management

Education

Bachelor's degree in any field

Tools

Power BI

Tableau

Looker Studio

Qlik

Python

R

VBA

Job description

Job Summary

Join our Workforce Management team as a Team Lead, Reporting Analytics, where you'll transform complex data into actionable business insights that drive operational success. In this role, you'll lead reporting, dashboard development, and analytics initiatives, partnering with Operations, WFM, Finance, and client stakeholders to enhance decision-making, improve performance, and optimize business outcomes through data-driven strategies and automation.

Key Responsibilities

• Design, develop, and maintain operational, performance, SLA, and business intelligence dashboards and reports.

• Create automated reporting solutions using Excel, SQL, Power BI, Tableau, Looker Studio, and other analytics tools.

• Analyze large datasets to identify trends, risks, opportunities, and actionable business insights.

• Ensure data accuracy, integrity, and consistency through quality assurance and validation processes.

• Develop and implement automation solutions to improve reporting efficiency and reduce manual effort.

• Partner with Operations, Workforce Management, Finance, and client teams to gather reporting requirements and deliver business solutions.

• Present reporting insights, recommendations, and performance updates to leadership and stakeholders.

• Support forecasting, scenario analysis, and strategic planning initiatives when required.

• Serve as the reporting subject matter expert (SME) and support client-facing reporting engagements.

• Provide backup support for Real-Time Analysts and Intraday workforce management activities.

Minimum Qualifications

• Bachelor's degree in any field.

• Strong experience in Reporting, Analytics, MIS, Workforce Management, or Business Intelligence.

• Advanced proficiency in Microsoft Excel, including Pivot Tables, Power Query, Macros, and VBA.

• Strong SQL skills, including queries, joins, data extraction, and reporting functions.

• Experience building dashboards and reports using Power BI, Tableau, Looker Studio, Qlik, or similar BI platforms.

• Strong analytical and problem-solving skills with the ability to translate data into actionable business insights.

• Excellent verbal, written, presentation, and stakeholder management skills.

• Strong understanding of operational and workforce management metrics such as SLA, AHT, Shrinkage, Occupancy, FTE, and Interval Performance.

• Experience working with large datasets, data validation, quality assurance, and reporting automation.

• Ability to manage multiple priorities and work independently in a fast-paced environment.

Preferred Qualifications

• Experience with Python, R, VBA, or other automation tools.

• Knowledge of WFM platforms such as Verint, Genesys, IEX, Beehive, or Aspect.

• Experience supporting BPO, Shared Services, Customer Experience, or Workforce Management operations.

• Experience in forecasting models, predictive analytics, statistical analysis, or machine learning-based reporting.

• Exposure to shift scheduling, roster planning, and workforce optimization activities.

• Experience supporting client-facing reporting and large-scale operational environments.

• Strong attention to detail and a continuous improvement mindset.

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.