WFM Scheduler

Cognizant; Taguig; On-site; PHP 670,000 - 1,116,000; Full time

Job summary

Cognizant in Taguig is seeking a Workforce Management Team Leader who will drive scheduling, forecasting, and data-driven decisions to improve service delivery and staffing efficiency. You will lead a WFM team, develop staffing plans, monitor coverage and adherence, and collaborate with Operations, Forecasting, Real-Time Management, and Training to align the workforce with business needs.

This role also offers growth and exposure to global accounts, with opportunities to implement reporting

Qualifications

• Bachelor's degree in any field.
• Strong experience in Workforce Management Scheduling and Forecasting.
• Good people management and team leadership experience.
• Strong knowledge of Workforce Management tools such as Verint, Calabrio, IEX, or Genesys.
• Advanced proficiency in Microsoft Excel and workforce analytics.
• Excellent analytical, organizational, and problem-solving skills.
• Excellent verbal and written communication skills.
• Strong understanding of WFM metrics, staffing models, scheduling principles, and workforce calculations.
• Experience supporting BPO, Contact Center, or Operations environments.
• Knowledge of MS Office, Google Sheets, and Erlang-based workforce planning.

Responsibilities

• Develop and manage workforce schedules, shift plans, and staffing strategies aligned with forecasted demand and business objectives.
• Monitor staffing coverage, schedule adherence, workforce utilization, and operational performance to ensure service level attainment.
• Analyze workforce data, identify trends, and provide actionable insights through reports and dashboards to support leadership decisions.
• Manage schedule exceptions, leave planning, shrinkage activities, and off-phone allocations to maximize staffing efficiency.
• Collaborate with Operations, Forecasting, Real-Time Management, and Training teams to maintain workforce alignment with business needs.
• Drive process improvement, reporting automation, and workforce optimization initiatives while ensuring adherence to WFM best practices.
• Lead, coach, and develop WFM team members while supporting workforce planning and client-facing initiatives.
• Provide backup support for Forecasting, Planning, Reporting, and Real-Time functions as needed.

Skills

Team leadership

Analytical skills

Communication skills

Education

Bachelor's degree

Tools

Verint

Calabrio

IEX

Genesys

Excel

Google Sheets

Erlang-based workforce planning

Job description

Join a high-impact Workforce Management team where you'll play a key role in driving operational success through strategic scheduling, workforce optimization, and data-driven decision-making. As a Workforce Management Team Leader, you'll lead scheduling initiatives, analyze workforce trends, deliver actionable business insights, and collaborate with cross-functional stakeholders to enhance service delivery, staffing efficiency, and overall operational performance.

Key Responsibilities

• Develop and manage workforce schedules, shift plans, and staffing strategies aligned with forecasted demand and business objectives.
• Monitor staffing coverage, schedule adherence, workforce utilization, and operational performance to ensure service level attainment.
• Analyze workforce data, identify trends, and provide actionable insights through reports and dashboards to support leadership decisions.
• Manage schedule exceptions, leave planning, shrinkage activities, and off-phone allocations to maximize staffing efficiency.
• Collaborate with Operations, Forecasting, Real-Time Management, and Training teams to maintain workforce alignment with business needs.
• Drive process improvement, reporting automation, and workforce optimization initiatives while ensuring adherence to WFM best practices.
• Lead, coach, and develop WFM team members while supporting workforce planning and client-facing initiatives.
• Provide backup support for Forecasting, Planning, Reporting, and Real-Time functions as needed.

Minimum Qualifications

• Bachelor's degree in any field
• Strong experience in Workforce Management Scheduling and Forecasting
• Good people management and team leadership experience
• Strong knowledge of Workforce Management tools such as Verint, Calabrio, IEX, or Genesys
• Advanced proficiency in Microsoft Excel and workforce analytics
• Excellent analytical, organizational, and problem-solving skills
• Excellent verbal and written communication skills
• Strong understanding of WFM metrics, staffing models, scheduling principles, and workforce calculations
• Experience supporting BPO, Contact Center, or Operations environments
• Knowledge of MS Office, Google Sheets, and Erlang-based workforce planning

Preferred Qualifications

• Experience with Power BI and Tableau
• Exposure to SLA-driven workforce planning and scheduling models
• Experience managing shift-based operations
• Background in reporting automation, process improvement, and workforce analyticsAbility to present workforce insights and recommendations to business leaders and stakeholders

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.