Workforce Scheduling & Analytics Analyst I

Reed Elsevier Shared Services (Philippines) Inc Company; Manila; On-site; PHP 350,000 - 600,000; Full time

Benefits offered by this job

Country-specific benefits

Job summary

The Reed Elsevier Shared Services Philippines team seeks a Workforce Management Analyst to optimize capacity for day-of and current week operations. You will create and optimize schedules, monitor adherence, and generate intraday and end-of-day reports to drive staffing decisions.

Applicants should have a Bachelor's degree with 2 years WFM experience, plus strong analytical and communication skills and familiarity with Verint and Avaya CMS. Flexibility to work shifts is required.

Qualifications

• Bachelor's Degree holder with 2 years WFM experience.
• Familiarity with the BPO or Shared Services industry and its metrics.
• Strong interpersonal and presentation skills.
• Ability to translate data into actionable steps for leadership.

Responsibilities

• Manage daily service levels and key metrics for operations.
• Create, update, and publish shift schedules and events.
• Provide real-time monitoring and reporting to leadership.
• Coordinate staffing adjustments based on forecasted needs.
• Identify process improvements to boost productivity and customer satisfaction.

Skills

Analytical skills

Strong communication

Executive reporting

Leadership willingness

Education

Bachelor's Degree

Tools

Verint

Avaya CMS

Enterprise AI tools

Job description

The Reed Elsevier Shared Services Philippines team seeks a Workforce Management Analyst to optimize capacity for day-of and current week operations. You will create and optimize schedules, monitor adherence, and generate intraday and end-of-day reports to drive staffing decisions.

Applicants should have a Bachelor's degree with 2 years WFM experience, plus strong analytical and communication skills and familiarity with Verint and Avaya CMS. Flexibility to work shifts is required.