{"id":4283972,"url":"https://alion.io/job/cognizant-workforce-management-analyst","title":"Workforce Management Analyst","company":{"id":85,"name":"Cognizant","domain":"cognizant.com","url":"https://alion.io/company/cognizant","size_band":"5000+","is_staffing_agency":false,"employer_type":"services","is_intermediary":false,"listed_via":null,"ats_vendor":"Cognizant Careers","truth_index":{"grade":"A","score":86,"open_postings":212,"ghost_share":0.028,"stale_share":0.443,"repost_share":0.08,"time_to_fill_p50_days":24,"computed_at":"2026-11-14T05:58:10Z"}},"role":"HR","role_family":"HR","seniority":"junior","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Mesa, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":{"min":50000,"max":59222,"currency":"USD","period":"year","gross":null,"usd_annual":59222},"salary_estimate":null,"experience_years_min":1,"visa_sponsorship":false,"relocation_package":false,"has_equity":true,"technologies":[],"status":"live","first_seen_at":"2026-11-09T11:49:40Z","employer_posted_date":"2026-11-13","last_verified_at":"2026-11-14T22:12:37Z","board_verified":true,"closed_at":null,"days_open":5,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":5},"description":"Cognizant is a large IT Consulting firm that leverages modern technologies to transform a variety of business operations. The Workforce Management Analyst provides plans and real-time administration, strategies and technologies to optimize employee productivity. Utilizing workforce management tools drives a set of processes that ensure the right number of agents are scheduled and adhere to scheduling needs to handle projected volumes.\nPlease note that this role is Fully Onsite in Mesa, AZ. Only local candidates will be considered.\nRole Responsibilities\nResponsible for centralized reporting of performance metrics across all workflows \nAssess, analyze, and report on employee productivity at the individual, departmental, and account levels \nBuild dashboards and publish daily/weekly/monthly reports to clients and internal stakeholders. \nAnalyze operations of Key Performance Indicators (KPIs) relevant metrics to identify patterns/trends that lead to the root cause of the issue. \nExperience with IEX, CMS, Avaya, Symposium, Blue Pumpkin an asset\nPrevious Work Force Management experience is considered an asset\nThe RTA's primary activity is continuous surveillance of the operational dashboard: tracking service level, queue depth, ASA, adherence, and occupancy across all assigned queues\nGenerate production schedules for the operational team and adjust as necessary depending on call volume, staff availability and overtime. \nUpdate and maintain assigned operational trackers to ensure listed information is accurate. \nSolicit extra hours or voluntary time off from where applicable, to ensure staffing meets forecasted volumes to clients. \nTrack and maintain operational reporting (i.e. attendance) \nDevelop and oversee operational schedule bidding process \nAbility to communicate concerns, problems, and challenges in a constructive, solution orientated, and positive manner. \nAssist in the development of company initiatives aimed at improving and implementing best practices in productivity and decisions regarding call center strategies \nEffectively gather, compile and report on data in a clear and easily understood format \nResponsible for the daily efforts to effectively deliver real-time (intra-day) management with the purpose of optimizing resources to achieve business objectives \nCollect staff performance data and customer feedback data, reviewing and analyzing relevant data to identify problem areas, and preparing workforce analysis reports for company leadership to inform their policies and decision-making \nRequired Qualifications\n1-2 years of overall experience in a client service environment or WFM analyst. \nStrong computer skills and knowledge of Google Suite (sheets, slides, docs, drive) \nHigh school graduate (bachelor's degree preferred) \nStrong analytical, and problem-solving skills with an excellent attention to detail \nEffective interpersonal skills - verbal and written \nFlexible and adaptable to the fast paced and changing business environment. \nPromote change and the positives of change as it relates to growth. \nAbility to remain calm and courteous under pressure and navigate tense situations. \nSalary and Other Compensation:\nThe annual salary for this position is between $50,000 - $59,222 depending on experience and other qualifications of the successful candidate.\nThis position is also eligible for Cognizant’s discretionary annual incentive program, based on performance and subject to the terms of Cognizant’s applicable plans.\nBenefits: Cognizant offers the following benefits for this position, subject to applicable eligibility requirements:\nMedical/Dental/Vision/Life Insurance\nPaid holidays plus Paid Time Off\n401(k) plan and contributions\nLong-term/Short-term Disability\nPaid Parental Leave\nEmployee Stock Purchase Plan\nDisclaimer: The salary, other compensation, and benefits information is accurate as of the date of this posting. 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