Workforce Management Analyst I

RELX; Philippines; Hybrid; PHP 279,000 - 446,000; Full time

Job summary

RELX is seeking an WFM Analyst I in the Philippines to support workforce planning, forecasting, scheduling, and intraday management. The role focuses on data-driven insights to improve operational performance and service levels across customer and support teams.

You will collaborate with Operations, Training, Quality, and other stakeholders to deliver accurate workforce analyses, reports, and proactive management practices in a dynamic, hybrid work environment.

Qualifications

• Bachelor’s degree holder.
• Minimum of two (2) years of progressive experience in Workforce Management.
• Proficient in Microsoft Excel and WFM-related tools for data management, reporting, and analysis.
• Strong analytical, quantitative, and problem-solving skills with the ability to interpret data and translate into insights.
• Working knowledge of workforce management metrics and best practices.

Responsibilities

• Support workforce forecasting and capacity planning by analyzing historical data and business drivers.
• Develop, maintain, and optimize workforce schedules balancing demand with employee needs.
• Monitor intraday performance, adherence, and service level attainment, identifying staffing risks.
• Generate and analyze workforce reports, dashboards, and metrics to inform decisions.
• Partner with cross-functional stakeholders to support planning initiatives and communicate performance and risks.
• Identify opportunities to improve forecasting, scheduling, reporting accuracy, and processes.
• Maintain accurate workforce data and ensure compliance with policies and regulations.

Skills

Analytical skills

Communication skills

Problem-solving

Attention to detail

Education

Bachelor's degree

Tools

Excel

WFM tools

Job description

The Workforce Management (WFM) Analyst I is responsible for supporting workforce planning activities that ensure optimal staffing levels, efficient resource utilization, and achievement of service level objectives across customer and operational support teams. This role performs forecasting, scheduling, intraday management, and workforce reporting while providing data-driven insights to improve operational performance.

The WFM Analyst I partners closely with Operations, Training, Quality, and other stakeholders to support business goals through accurate workforce analysis, reporting, and proactive workforce management practices.

Job Accountabilities

• Support workforce forecasting and capacity planning by analyzing historical trends, business drivers, and operational data to determine staffing requirements, improve forecast accuracy, identify optimization opportunities, and provide data-driven recommendations.
• Develop, maintain, and optimize workforce schedules that balance business demand, operational requirements, and employee needs while demonstrating strong organizational skills, attention to detail, and collaboration with stakeholders.
• Monitor intraday performance, workforce adherence, and service level attainment, proactively identifying staffing risks and recommending timely solutions while demonstrating adaptability, sound judgment, and a customer-focused mindset.
• Generate and analyze workforce reports, dashboards, and performance metrics to deliver actionable insights, support data-driven decision-making, and effectively communicate findings to diverse stakeholders.
• Partner with cross-functional stakeholders to support workforce planning initiatives, communicate workforce performance and risks, and foster collaboration, accountability, and shared business outcomes.
• Support continuous improvement initiatives by identifying opportunities to enhance workforce management processes, reporting accuracy, forecasting effectiveness, scheduling efficiency, and overall operational performance while embracing innovation and continuous learning.
• Maintain accurate workforce data and ensure compliance with workforce management processes, labor regulations, company policies, and audit requirements.

Qualifications

• Bachelor’s degree holder
• Minimum of two (2) years of progressive experience in Workforce Management, preferably within a BPO or Shared Services environment.
• Proficient in Microsoft Excel and WFM-related tools for data management, reporting, and analysis.
• Strong analytical, quantitative, and problem-solving skills with the ability to interpret complex data and translate it into actionable insights.
• Working knowledge of workforce management metrics, industry benchmarks, and operational best practices.
• Excellent verbal and written communication skills, with the ability to present data and recommendations clearly to multiple stakeholders.
• Highly organized, detail-oriented, and able to manage multiple priorities in a fast-paced, deadline-driven environment.
• Demonstrated flexibility and adaptability to changing business needs, including rotating schedules and hybrid or onsite work arrangements.
• 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
• Must not 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.