WFM Analyst I: Forecasting & Scheduling (Night Shift)

REED ELSEVIER SHARED SERVICES (PHILIPPINES) INC.; Philippines; Hybrid; PHP 446,000 - 781,000; Full time

Job summary

REED ELSEVIER SHARED SERVICES (PHILIPPINES) INC. is seeking a Workforce Management (WFM) Analyst I to support forecasting, scheduling, intraday management, and reporting for customer and operations teams.

You will partner with Operations, Training, and Quality to deliver data-driven insights, maintain accurate data, and ensure service level objectives while working in a hybrid setup at UP Technohub, Quezon City with rotating night shifts.

Qualifications

• Bachelor’s degree required.
• Minimum of two years of progressive experience in Workforce Management, preferably in BPO or Shared Services.
• Proficient in Microsoft Excel and WFM-related tools for data management, reporting, and analysis.
• Strong analytical, quantitative, and problem-solving skills with the ability to translate data into actionable insights.
• Working knowledge of WFM metrics, industry benchmarks, and best practices.
• Excellent verbal and written communication skills for presenting data to stakeholders.
• Highly organized, detail-oriented, and capable of handling multiple priorities in a fast-paced environment.
• Demonstrated flexibility to shifts, including rotating night shifts and hybrid or onsite work arrangements.

Responsibilities

• Support workforce forecasting and capacity planning by analyzing historical data and business drivers to determine staffing requirements and forecast accuracy.
• Develop and optimize schedules balancing demand, operations, and employee needs with strong attention to detail.
• Monitor intraday performance, adherence, and service levels, and propose timely solutions.
• Generate and analyze workforce reports, dashboards, and performance metrics to inform decisions.
• Collaborate with cross-functional stakeholders to communicate workforce performance and risks.
• Identify opportunities to improve WFM processes, reporting accuracy, and forecasting effectiveness.
• Maintain accurate workforce data and ensure compliance with labor regulations and company policies.

Skills

Excel

WFM tools

Analytics

Communication

Problem-solving

Organizational skills

Hybrid/onsite work

Education

Bachelor's degree

Job description

REED ELSEVIER SHARED SERVICES (PHILIPPINES) INC. is seeking a Workforce Management (WFM) Analyst I to support forecasting, scheduling, intraday management, and reporting for customer and operations teams.

You will partner with Operations, Training, and Quality to deliver data-driven insights, maintain accurate data, and ensure service level objectives while working in a hybrid setup at UP Technohub, Quezon City with rotating night shifts.