Workforce Analyst I

Relx Plc; Quezon City; On-site; PHP 420,000 - 720,000; Full time

Job summary

Relx Plc is seeking a Workforce Management Analyst to manage capacity for LexisNexis Risk teams, ensuring day-of and weekly operations run smoothly. You will develop schedules, monitor adherence, and provide insights from advanced analytics and reporting to support staffing decisions.

The role requires a Bachelor's degree and 2 years in WFM, with strong analytical and communication skills. Flexibility in shifts and proficiency with Verint/Avaya CMS are preferred for successful delivery.

Qualifications

• Bachelor's degree required.
• 2 years of WFM experience.
• Familiarity with BPO or Shared Services metrics, targets, and best practices.
• Strong communication and presentation skills.
• Analytical, quantitative and deductive reasoning abilities.
• Ability to translate data into actionable steps for leadership.
• Willingness to work flexible shifts and learn AI tools.

Responsibilities

• Daily management of service levels and key metrics, including scheduling, overtime, vacation bids, and event planning.
• Provide real-time monitoring using Verint, Avaya CMS, and WFM techniques to optimize resources.
• Monitor real-time adherence for on- and off-phone activities throughout the day.
• Create, update, and publish shift schedules and plot activities to optimize staffing.
• Maintain data accuracy in WFM software and CMS regarding agents’ profiles and time-off balances.
• Produce and submit reports to leadership and business unit partners.
• Manage the WFM Inbox and process tickets accurately and timely.
• Coordinate staffing adjustments with Operations based on current and forecasted requirements.
• Identify and recommend process improvements to boost productivity and customer satisfaction.

Skills

Interpersonal skills

Communication skills

Analytical skills

Critical thinking

Problem solving

Presentations

Data-to-action

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.

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.