Job Summary

Join our Workforce Management team as a WFM Reporting Analyst, where you'll transform workforce and operational data into meaningful business insights that drive performance and decision-making. In this role, you'll develop reports, dashboards, and analytics solutions that help optimize service levels, workforce efficiency, and overall operational outcomes while collaborating with stakeholders across Operations, WFM, and leadership teams.

Key Responsibilities

Develop, automate, and maintain workforce management reports, dashboards, and scorecards covering key metrics such as SLA, adherence, occupancy, productivity, forecast accuracy, shrinkage, and AHT.
Analyze workforce and operational data to identify trends, risks, opportunities, and performance gaps, providing actionable recommendations to stakeholders.
Create and deliver daily, weekly, monthly, and ad hoc reporting packages to support business and operational decision-making.
Ensure data accuracy, integrity, and consistency through audits, validations, and quality control processes.
Build and maintain dashboards and data visualizations using reporting and business intelligence tools.
Support forecasting, planning, scheduling, and real-time management teams through historical analysis and workforce insights.
Troubleshoot reporting issues, manage data extraction processes, and collaborate with IT and data teams to resolve discrepancies.
Drive reporting automation and process improvement initiatives to enhance efficiency and reporting effectiveness.
Partner with Operations, Workforce Management, and leadership teams to understand reporting needs and deliver relevant business insights.
Prepare and present workforce performance findings, trends, and recommendations to stakeholders and leadership teams.
Document reporting procedures, standards, and best practices while supporting continuous improvement initiatives.

Minimum 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, Business Intelligence, 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 working with Workforce Management platforms such as NICE, Verint, Genesys, Aspect 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.
Strong understanding of workforce management metrics, including SLA, occupancy, adherence, schedule compliance, forecast accuracy, shrinkage, AHT, productivity, and service levels.
Strong attention to detail with a focus on data accuracy, quality assurance, and reporting integrity.
Ability to manage multiple priorities and deliver reporting requirements in a fast-paced environment.

Preferred Qualifications

Experience supporting BPO, contact center, customer service, or shared services operations.
Experience with report automation, VBA, scripting, or workflow optimization.
Knowledge of database structures, reporting systems, and data integration processes.
Experience presenting workforce insights and business recommendations to leadership and client stakeholders.
Exposure to workforce forecasting, capacity planning, scheduling, and real-time operations.
Experience creating executive-level dashboards and performance scorecards.
Strong process documentation and continuous improvement mindset.
Knowledge of emerging trends and best practices in workforce analytics and business intelligence.

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!