Job Summary

Join our Workforce Management team as a WFM Scheduler, where you'll play a critical role in ensuring the right resources are in place to meet customer demand and operational goals. You'll be responsible for creating and optimizing workforce schedules, balancing business requirements with employee needs, and driving staffing efficiency through data-driven scheduling strategies. This role offers the opportunity to work closely with Forecasting, Real-Time, and Operations teams to influence service delivery, workforce utilization, and overall business performance.

Key Responsibilities

Create, maintain, and publish workforce schedules, including shifts, breaks, lunches, and staffing plans aligned with forecasted demand and service level objectives.
Analyze staffing requirements and workforce forecasts to develop efficient scheduling solutions that support operational goals.
Manage schedule changes, time-off requests, shift swaps, and schedule exceptions while ensuring adequate staffing coverage.
Monitor schedule effectiveness, staffing utilization, and forecast-to-schedule variances, recommending adjustments as needed.
Generate and distribute scheduling reports, staffing plans, schedule coverage reports, and workforce insights to stakeholders.
Maintain accurate employee scheduling data, shift patterns, business rules, and system configurations within workforce management platforms.
Collaborate closely with Forecasting, Real-Time, Operations, HR, and leadership teams to address staffing challenges and workforce requirements.
Ensure compliance with labor regulations, company policies, workforce management standards, and scheduling governance requirements.
Support intraday staffing adjustments and workforce optimization initiatives to address changing business demands.
Drive continuous improvement by identifying opportunities to streamline scheduling processes, enhance system utilization, and improve workforce efficiency.
Document scheduling procedures, standards, and best practices while supporting knowledge-sharing and team development initiatives.

Minimum Qualifications

Bachelor's degree in Business, Operations Management, or a related field, or equivalent practical experience.
Strong experience in Workforce Management with a focus on scheduling, staffing coordination, workforce optimization, or real-time workforce planning.
Strong understanding of workforce management principles, including scheduling, staffing requirements, service levels, shrinkage, adherence, occupancy, and resource planning.
Hands-on experience with workforce management platforms such as NICE IEX, Verint, Genesys, Aspect eWFM, Calabrio, or similar scheduling tools.
Strong analytical and problem-solving skills with the ability to interpret forecasts and develop effective staffing and scheduling solutions.
Experience managing shift schedules, employee availability, time-off planning, and schedule exception handling.
Strong proficiency in Microsoft Excel and Google Sheets for workforce planning and scheduling analysis.
Excellent communication and stakeholder management skills with the ability to collaborate across Operations, WFM, HR, and leadership teams.
Strong attention to detail with a focus on schedule accuracy, compliance, and workforce optimization.
Ability to manage multiple priorities in a fast-paced, dynamic contact center or operations environment.

Preferred Qualifications

Experience supporting BPO, customer service, shared services, or contact center operations.
Knowledge of workforce scheduling methodologies, shift bidding, rotating schedules, and scheduling optimization techniques.
Experience with labor compliance requirements, workforce governance, and staffing policies.
Exposure to forecasting, capacity planning, and real-time workforce management functions.
Experience with scheduling automation, workforce analytics, and process improvement initiatives.
Knowledge of workforce reporting and dashboard tools.
Strong documentation skills and experience developing standard operating procedures and scheduling guidelines.
Ability to support multi-site, multi-channel, or global workforce management environments.

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.

Ready to take the next step Apply today!

WFM Scheduling Analyst