Workforce Management Analyst I

REED ELSEVIER SHARED SERVICES (PHILIPPINES) INC.; Philippines; Hybrid; PHP 446,000 - 781,000; Full time

Job summary

REED ELSEVIER SHARED SERVICES (PHILIPPINES) INC. is seeking a Workforce Management (WFM) Analyst I to support forecasting, scheduling, intraday management, and reporting for customer and operations teams.

You will partner with Operations, Training, and Quality to deliver data-driven insights, maintain accurate data, and ensure service level objectives while working in a hybrid setup at UP Technohub, Quezon City with rotating night shifts.

Qualifications

• Bachelor’s degree required.
• Minimum of two years of progressive experience in Workforce Management, preferably in BPO or Shared Services.
• 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 translate data into actionable insights.
• Working knowledge of WFM metrics, industry benchmarks, and best practices.
• Excellent verbal and written communication skills for presenting data to stakeholders.
• Highly organized, detail-oriented, and capable of handling multiple priorities in a fast-paced environment.
• Demonstrated flexibility to shifts, including rotating night shifts and hybrid or onsite work arrangements.

Responsibilities

• Support workforce forecasting and capacity planning by analyzing historical data and business drivers to determine staffing requirements and forecast accuracy.
• Develop and optimize schedules balancing demand, operations, and employee needs with strong attention to detail.
• Monitor intraday performance, adherence, and service levels, and propose timely solutions.
• Generate and analyze workforce reports, dashboards, and performance metrics to inform decisions.
• Collaborate with cross-functional stakeholders to communicate workforce performance and risks.
• Identify opportunities to improve WFM processes, reporting accuracy, and forecasting effectiveness.
• Maintain accurate workforce data and ensure compliance with labor regulations and company policies.

Skills

Excel

WFM tools

Analytics

Communication

Problem-solving

Organizational skills

Hybrid/onsite work

Education

Bachelor's degree

Job description

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.

Work Arrangement:

Work Hours: Nightshift (Rotating Shift)

Holiday Calendar: US Holiday

Set Up: Hybrid: 3 times a month report to office

Location: UP Technohub, Quezon City