Workforce Analytics & Scheduling Analyst

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

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.