Workforce Analytics & Scheduling Specialist

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

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.