Workforce Management (WFM) Analyst

About the role

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.

In this role, you will:

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.

Work model:

We strive to provide flexibility wherever possible. Based on this role’s business requirements, this is a remote position open to qualified applicants in the United States. Regardless of your working arrangement, we are here to support a healthy work-life balance through our various wellbeing programs.

The working arrangements for this role are accurate as of the date of posting. This may change based on the project you’re engaged in, as well as business and client requirements. Rest assured; we will always be clear about role expectations.

What you need to have to be considered:

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.
These will help you stand out:
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.

Applications will be accepted until 10/19/2025

The annual salary for this position is between $57,000.00 - $65,000.00 depending on experience and other qualifications of the successful candidate.

This position is also eligible for Cognizant’s discretionary annual incentive program, based on performance and subject to the terms of Cognizant’s applicable plans.

Benefits: Cognizant offers the following benefits for this position, subject to applicable eligibility requirements:

• 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

Disclaimer: The salary, other compensation, and benefits information is accurate as of the date of this posting. Cognizant reserves the right to modify this information at any time, subject to applicable law.