Workforce Management (WFM) Analyst

Cognizant Technology Solutions-posted 3 months ago
$57,000 - $65,000/Yr
Full-time • Entry Level
Remote • New York, NY
Professional, Scientific, and Technical Services
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As a Workforce Management (WFM) Analyst, you will make an impact by analyzing staffing data, forecasting workload demand, and delivering actionable insights to optimize scheduling, service levels, and operational efficiency. You will be a valued member of the Workforce Operations team and collaborate closely with Operations, Strategy, and Client Services to ensure alignment with business goals.

  • Analyze front and back office volume projections, service metrics, and performance trends (AHT, shrinkage, attrition, occupancy, service level) to recommend resource optimization strategies.
  • Ensure service-level and client targets are met through accurate workload forecasting.
  • Validate client forecasts and ensure compliance with contractual agreements.
  • Act as a WFM subject matter expert and liaison for specific programs, aligning with Operations to meet business objectives.
  • Forecast FTE requirements based on call and back-office volume projections and communicate targets to Operations leadership.
  • Convert FTEs across varying weekly working hours and geographies.
  • Project seating requirements based on current and future manpower needs.
  • Support global seat planning initiatives in collaboration with the Strategy COE.
  • Manage long-term forecasts, capacity utilization, and resource planning.
  • Maintain capacity planning documentation and standard operating procedures.
  • Contribute to the development and enhancement of tools, processes, and workflows to improve efficiency and accuracy.
  • Bachelor's degree in Mathematics, Statistics, Business Administration, or a related field.
  • Up to 1 year of experience in a workforce management or analytics-related role (fresh graduates are welcome).
  • Strong analytical and problem-solving skills.
  • Excellent communication and collaboration abilities.
  • Proficiency in Microsoft Excel and other data analysis tools.
  • Familiarity with WFM tools such as Verint, NICE, or Aspect.
  • Understanding of workforce planning principles and KPIs.
  • Experience working with cross-functional teams in a fast-paced environment.
  • Ability to manage multiple priorities and meet deadlines.
  • Attention to detail and a proactive approach to continuous improvement.
  • Medical/Dental/Vision/Life Insurance
  • Paid holidays plus Paid Time Off
  • 401(k) plan and contributions
  • Long-term/Short-term Disability
  • Paid Parental Leave
  • Employee Stock Purchase Plan
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