WFM Scheduler

Job Summary

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 analytics
• Ability 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.

Ready to take the next step Apply today!