Workforce Analyst I: Real-Time Scheduling & Insights

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

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