Workforce Analyst I

RELX Group; Manila; On-site; PHP 400,000 - 560,000; Full time

Job summary

RELX Group seeks a Workforce Management Analyst in the Philippines to optimize staffing for LexisNexis Risk teams. You will monitor real-time adherence, manage schedules and reports, and support capacity planning with advanced analytics. The role requires 2+ years in WFM and strong communication with leadership.

In this position, you will partner with Operations to balance workload, drive efficiency, and ensure service levels meet targets while leveraging AI tools where applicable.

Qualifications

• Bachelor's degree holder with relevant WFM experience.
• Minimum 2 years in Workforce Management or equivalent role.
• Familiarity with BPO/Shared Services metrics, targets and benchmarks.
• Strong interpersonal skills; able to build trust across levels of the organization.

Responsibilities

• Manage daily service levels and key metrics for Operations Teams (e.g., exceptions, overtime, shift trades, vacations).
• Provide real-time monitoring using Verint, Avaya CMS, and WFM techniques to maximize resources.
• Create, update and publish shift schedules and plot activities to optimize staffing.
• Maintain data accuracy in WFM software and CMS for agent profiles, skills and time-off balances.
• Produce and submit intraday, end-of-day, attendance and adherence reports to leadership.
• Coordinate staffing adjustments with Operations teams based on forecasted needs.
• Identify process improvements to boost productivity and customer satisfaction.

Skills

WFM experience

Analytical thinking

Communication skills

Data-to-action translation

Education

Bachelor's Degree

Tools

Verint

Avaya CMS

Job description

The Workforce Management Analyst is responsible for managing the capacity of LexisNexis Risk teams for day-of and current week Operations. S/he will also provide additional scheduling support by creating and generating schedules and optimizing when necessary.This role applies and integrates advanced and predictive analysis, people metrics and reporting to develop strategic and operational insights for workforce decision-making (e.g., staffing, learning and development, talent management, diversity and human resource compliance). Assesses organizational staffing and identifies requirements and solutions to meet workforce objectives.AccountabilitiesResponsible for daily management of service levels and other relevant key metrics of Operations Teams, including but not limited to entering exceptions, processing overtime, shift trades, vacation bids, and scheduling events.Provide real-time monitoring through available tools (Verint, Avaya CMS, etc.) and workforce management techniques to maximize resources and achieve business objectives.Monitor real-time adherence to ensure on- and off-phone activities are managed efficiently throughout the day.Create, update, and publish shift schedules, and plot shift activities (i.e. training, vacation, meeting, overtime, off-line work, exceptions, etc.) to achieve optimal staffing.Maintain data accuracy in WFM software and CMS regarding agents’ profiles, skills and priorities, time-off balances, phone extensions for recording, etc.Produce and submit reports (including but not to limited to intraday, end-of-day, attendance, adherence, etc.) to leadership teams and business unit partners.Manage the WFM Inbox and process open tickets accurately and in a timely manner.Ensure constant communication with Operations teams to coordinate necessary staffing adjustments based on current and forecasted requirements.Identifies and recommends process improvement opportunities to improve productivity, performance, and customer satisfaction.Qualifications:Bachelor's Degree holder2 years of WFM ExperienceFamiliarity with the BPO or Shared Services industry as well as its key operational metrics, targets, best practices, benchmarks, etc.Strong interpersonal skills and can easily build and sustain trust-based relationships with all levels of the organizationGood communicator and strong presentation skillsStrong analytical, quantitative and deductive reasoning skillsAbility to think critically; looks beyond symptoms to identify causes of problems and potential trendsAbility to work with leadership teams to translate data into action steps and reporting solutionsWilling and able to work on a flexible shift to meet business needs.Ability to quickly learn and apply enterprise AI tools and technologies to support technical workflows and business objectives.For internal candidates:Must be in current role for 1 year.Must not have received any Disciplinary Action within the past 12 months.Must not have any Attendance and Punctuality issues in the past 12 months.We know your well-being and happiness are key to a long and successful career. We are delighted to offer country specific benefits. Click here to access benefits specific to your location.We are committed to providing a fair and accessible hiring process. If you have a disability or other need that requires accommodation or adjustment, please let us know by completing our Applicant Request Support Form or please contact 1-855-833-5120.Criminals may pose as recruiters asking for money or personal information. We never request money or banking details from job applicants. Learn more about spotting and avoiding scams here .Please read our Candidate Privacy Policy .We are an equal opportunity employer: qualified applicants are considered for and treated during employment without regard to race, color, creed, religion, sex, national origin, citizenship status, disability status, protected veteran status, age, marital status, sexual orientation, gender identity, genetic information, or any other characteristic protected by law.USA Job Seekers:EEO Know Your Rights .