Workforce Analyst I

RELX INC; Manila; On-site; PHP 391,000 - 614,000; Full time

Job summary

RELX INC Philippines is seeking a Workforce Management Analyst to optimize staffing and scheduling for LexisNexis Risk teams in Manila. You will apply advanced analytics, monitor service levels, and produce actionable insights to support workforce decisions.

The role requires a Bachelor’s degree, 2 years of WFM experience, and strong analytical as well as communication skills. You will work with leadership teams, handle flexible shifts, and contribute to process improvements within a shared

Qualifications

• Bachelor's degree holder.
• 2 years of WFM experience.
• Familiarity with the BPO or Shared Services industry and its metrics, targets, benchmarks, etc.
• Strong interpersonal skills and ability to build trust-based relationships at all levels.
• Good communicator and strong presentation skills.
• Strong analytical, quantitative and deductive reasoning skills.
• Ability to think critically and identify causes of problems and trends.
• Ability to translate data into actionable steps and reporting solutions.
• Willingness to work flexible shifts to meet business needs.
• Ability to learn and apply enterprise AI tools and technologies.

Responsibilities

• Manage daily service levels and key metrics of Operations Teams, including exceptions, overtime, shift trades, vacation bids, and scheduling events.
• Provide real-time monitoring using available tools and WFM techniques to maximize resources and business objectives.
• Monitor real-time adherence for on- and off-phone activities throughout the day.
• Create, update, publish, and plot shift schedules to achieve optimal staffing.
• Maintain data accuracy in WFM software and CMS for agent profiles, skills, and time-off balances.
• Produce and submit intraday and end-of-day reports to leaders and partners.
• Manage the WFM Inbox and process tickets accurately and timely.
• Communicate with Operations to coordinate staffing adjustments based on requirements.
• Identify and suggest process improvements to boost productivity and customer satisfaction.

Skills

WFM experience

Interpersonal skills

Communication skills

Analytical thinking

Critical thinking

Leadership collaboration

AI tools learning

Education

Bachelor's Degree holder

Job description

PHL-RE Shared Services-Manila

Full time

R120520

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.

  For internal candidates:

• Must be in current role for 1 year.

• Must not have received any Disciplinary Action within the past 12 months.

• Mustnot 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.

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.

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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.

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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.