Workforce Management Lead: Scheduling, Analytics & Impact

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

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