Workforce Analyst I

Reed Elsevier Shared Services (Philippines) Inc Company; Manila; On-site; PHP 350,000 - 600,000; Full time

Benefits offered by this job

Country-specific benefits

Job summary

The Reed Elsevier Shared Services Philippines team seeks a Workforce Management Analyst to optimize capacity for day-of and current week operations. You will create and optimize schedules, monitor adherence, and generate intraday and end-of-day reports to drive staffing decisions.

Applicants should have a Bachelor's degree with 2 years WFM experience, plus strong analytical and communication skills and familiarity with Verint and Avaya CMS. Flexibility to work shifts is required.

Qualifications

• Bachelor's Degree holder with 2 years WFM experience.
• Familiarity with the BPO or Shared Services industry and its metrics.
• Strong interpersonal and presentation skills.
• Ability to translate data into actionable steps for leadership.

Responsibilities

• Manage daily service levels and key metrics for operations.
• Create, update, and publish shift schedules and events.
• Provide real-time monitoring and reporting to leadership.
• Coordinate staffing adjustments based on forecasted needs.
• Identify process improvements to boost productivity and customer satisfaction.

Skills

Analytical skills

Strong communication

Executive reporting

Leadership willingness

Education

Bachelor's Degree

Tools

Verint

Avaya CMS

Enterprise AI tools

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. Accountabilities Responsible 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 holder 2 years of WFM Experience Familiarity 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 organization
• Good communicator and strong presentation skills
• Strong analytical, quantitative and deductive reasoning skills
• Ability to think critically; looks beyond symptoms to identify causes of problems and potential trends
• Ability to work with leadership teams to translate data into action steps and reporting solutions
• Willing 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.

• 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 are delighted to offer country specific benefits.

We know your well-being and happiness are key to a long and successful career.

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. RELX is a global provider of information-based analytics and decision tools for professional and business customers, enabling them to make better decisions, get better results and be more productive.

Our purpose is to benefit society by developing products that help researchers advance scientific knowledge; doctors and nurses improve the lives of patients; lawyers promote the rule of law and achieve justice and fair results for their clients; businesses and governments prevent fraud; consumers access financial services and get fair prices on insurance; and customers learn about markets and complete transactions. Our purpose guides our actions beyond the products that we develop. It defines us as a company. Every day across RELX our employees are inspired to undertake initiatives that make unique contributions to society and the communities in which we operate.